Consultant IT OPS

Ready 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 help global enterprises work smarter grow faster and transform at scale. From large-scale models 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 anadvanced technology services and solutions company that deliverslastingvalue for leading enterprisesglobally.Through ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay ahead.Powered by curiosity courage and innovationour teamsimplementdata technology and AIcreate tomorrow today.Get know us atand onLinkedInXYouTube andFacebook.

Inviting applications for the role of Consultant - IT OPS

In this role you will manage incidents by registering routing tracking and closing them in the ticketing system. You will troubleshoot operating systems applications and devices handle service requests prepare reports maintain procedures and ensure excellent customer rapport while adhering to service level agreements.

Responsibilities

Incident Management Including registration routing tracking and closure of Incidents in the Ticketing System.

Perform troubleshooting activities on operating systems and applications including by way of examples but not limited to:

o MS Operating Systems

o Productivity Suites MS Office (earlier as well as later versions)

o All commonly available for Off the Shelf applications.

o Handle tickets related to IE Network VPN and related issues.

o Basic troubleshooting of PCs printers scanners and fax machines.

o Troubleshoot incidents on mobile devices like Android and iPhone.

o Comprehend the issue search in the Knowledge Management tool and communicate/narrate effectively.

o Windows Live meetings

Facilitate Service Requests such as IMACs and dispatch appropriate resolver group within the organization or a third-party vendor pursuant to the Standard Operating Procedures for resolution.

Prepare daily reports; enter tickets and/or update the Service Desk ticket tracking management software.

Interact with all the appropriate departments within IT in order to identify problems and/or restore the service.

Document and maintain IT Service Desk related to Standard Operating Procedures.

Maintain the appropriate service level agreement (SLA) on all tickets.

Accurately classify and document incidents and service requests.

Monitor and address tickets coming through a self-service portal.

Establish and maintain excellent rapport with external customers.

Identify and learn appropriate software/hardware used by the organization.

Provide end-to-end user support by following up with end user confirm the ticket resolution/closure.

Qualifications we seek in you!

Minimum Qualifications

Service Desk experience in PC software and hardware support in a corporate environment.

Familiar with the ITIL framework.

Experience of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7 Windows 8 and Windows 10.

Expertise in Active Directory administration including creation of domain/exchange accounts.

Excellent troubleshooting skills.

Good interpersonal skills and attention to customer service.

Ability to work effectively in a fast-paced environment.

Ability to communicate effectively.

Ability to effectively prioritize incidents and service requests.

Ability to work flexible hours based on business demands and on-call support in off business hours and on weekends as necessary.

Preferred Qualifications/ Skills

Masters degree in a relevant field.

Networking Certification

Exposure automation gen AI or chatbot tools.

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 advance your skills

Grow with the best Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace

Committed 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 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 trace 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 creating a dynamic work environment that values respect and integrity customer focus and innovation.
Furthermore please note that Genpact does not charge fees process job applications and applicants are not required pay participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit paying apply or purchasing equipment or training.