Principal Consultant Service Desk

Ready to build the future with AI
At Genpact we dont just keep up with technologywe set the pace. AI and digital innovation are redefining industries and were leading the charge. Genpacts AI Gigafactory our industry-first accelerator is an example of how were scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale. From large-scale models to agentic AI our breakthrough solutions tackle companies most complex challenges.
If you thrive in a fast-moving innovation-driven environment love building and deploying cutting-edge AI solutions and want to push the boundaries of whats possible this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead. Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today. Get to know us at and on LinkedIn X YouTube and Facebook.

Inviting applications for the role of Principal Consultant - Service Desk
In this role we are looking for a Candidate with experience in managing an IT service desk team.
Responsibilities:
Strong orientation to Technology Service Desk Operational prerequisite e.g. Metrics KPI and associated reporting.
Manage day to day activities of our service desk and direct the team according to the ITIL best practices.
Establish meet and report the agreed Service Levels (SLA) of incident resolution and request fulfilment.
Continually improve the service desk delivery processes and constantly achieve higher service quality.
Guide the team in resolving multi-level issues developing our knowledge base and providing a superior level of customer service.
Ensure that communications to the key stakeholders are provided in a concise and timely manner.
Manage the processing of incoming calls to the service desk via self-service portal telephone and email to ensure timely gracious and effective resolution of customer issues.
Strong Customer Centric and Interpersonal skills to both drive the team also individually able to demonstrate in dealing the customer escalations.
Track and analyse trends in service desk requests and generate statistical reports to continuously improve our customer service experience.
Manage the performance of level 1 support to internal and external clients and ensure that service levels are achieved and customer expectations are met or exceeded.
Responsible for ensuring staff are meeting and exceeding expectations in regard to performance metrics/service levels and provide effective customer service.
Train coach and mentor service desk agents. Build and maintain the knowledge base and improve the same continuously.
Generate and distribute the service desk metrics/KPIs to the key stakeholders on a weekly monthly and as needed.
Build and maintain a professional relationship with all the key business and IT stakeholders.
Manage business relationships with Service Desk stake holders to guide and influence successful delivery of service in accordance with service level agreements/contracts/user experience/leadership guidance
Develop daily weekly and monthly reports on help desk teams productivity
Knowledge Management of various documentation to drive operational efficiency

Qualifications we seek in you!
Minimum qualifications.
Experience in managing an IT service desk team
Advanced technical support and troubleshooting skills in the following technologies:
Windows Server 2008 R2/2012 R2 Office 365
Desktop Hardware Software and Operating System (Windows 7 & 10)
Active Directory VPN and Network systems/protocols.
Printers Virtual Desktops and End Point Security products (Anti-Virus Encryption and DLP)
Experience of using Service Now ticketing tool for managing incidents changes and problems
Excellent communications skills both verbal and written.
Excellent customer service skills
Advanced service desk reporting skills Prior experience of reporting automation skills is a plus
Organized and capable of multi-tasking in a fast paced environment
Prior experience of working/managing a service desk.
Strong ability to work with a wide variety of end user personalities and adjust communication methods where required
Active listening analytical skills and Problem solving skills
Must meet work deadlines have regular attendance high level of confidentiality unquestionable ethics and integrity good interpersonal skills ability to work with a team and ability to organize and prioritize
Bachelors degree - Preferred

Preferred Qualifications
Should be able to deliver on Tight timelines and Demonstrate success & achievement orientation.
Should have in depth understanding of End User Computing and Service Desk area of operations.
Exceptionally high motivational levels and needs to be a self-starter.

Why join Genpact
Lead AI-first transformation Build and scale AI solutions that redefine industries
Make an impact Drive change for global enterprises and solve business challenges that matter
Accelerate your careerGain hands-on experience world-class training mentorship and AI certifications to advance your skills
Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace
Committed to ethical AI Work in an environment where governance transparency and security are at the core of everything we build
Thrive in a values-driven culture Our courage curiosity and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140000 coders tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up.
Lets build tomorrow together.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race color religion or belief sex age national origin citizenship status marital status military/veteran status genetic information sexual orientation gender identity physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity customer focus and innovation.
Furthermore please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying to apply or purchasing equipment or training.