Principal Consultant], [Deskside SD Engineer]!

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 anadvanced technology services and solutions company that deliverslastingvalue for leading ourdeep business knowledge operational excellence and cutting-edge solutions we help companies across industries get ahead and stay by curiosity courage and innovationour teamsimplementdata technology and AItocreate tomorrow to know us onLinkedInXYouTube andFacebook.
Inviting applications for the role of Principal Consultant Deskside SD Engineer!
The purpose of this job is to provide all aspects of Desktop Support Analyst for the IT Production Services (ITS) Service Desk.
Responsibilities:
As a member of the IT Service Desk you will be accountable to:
Provide level II desktop support to business users on standard desktop hardware software and peripherals telephony and mobility solutions (Workspace one WSO)
Oracle Requisitions: Should be capable of placing tracking of orders in Oracle Oracle knowledge is must. Has to follow-up with vendors regarding orders. Knowledge of vendor management is must as the candidate will be working closely with the procurement team.
Interpret analyze research and resolve complex-to-moderately complex incidents.
Work effectively with end-users gain their confidence understand their technical and operational needs and translate them into viable technical solutions (Be a solution provider not just a ticket closer).
Perform steps to onboard and offboard employees/consultants/interns.
Configure and deploy standard desktop hardware software and peripherals telephony and mobility solutions.
Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution.
Consistently apply customer service best practices to ensure customer satisfaction.
Accurately and thoroughly document all incidents in the service management system.
Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution.
Comply with all ITS and IT Infrastructure policies and processes.
Achieve outcomes with available resources and within set time frames with little or no direct supervision.
Own activities around reducing number of repeated incidents while working with respective teams.
Build and develop positive relationships.
Engage in project-related work appropriate for technical knowledge and competency.
Consistently promote adhere to and support the standards of ITS.
Qualifications we seek in you!
Minimum Qualifications
Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream.
or
A degree in Computer Science IT Systems Engineering or a related qualification.
Preferred Qualification:
Incident Management
Provide level II desktop support via phone/chat/deskside for all employees/consultants/interns on standard desktop hardware software and peripherals telephony and mobility solutions.
Interpret analyze research and resolve complex-to-moderately complex incidents.
Process assigned support requests within established service level.
Update and maintain incidents in the service management system ensuring a complete and detailed history for each incident and small-scale change request.
Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution.
Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution.
Compliance with all ITS policies and processes.
Compliance with established asset management recording procedures.
Engage ITS Desktop Support Lead as necessary to solve incidents and escalate customer grievances.

Identity Management
Perform steps to onboard and offboard employees/consultants/interns.
Use Active Directory to maintain user network accounts.
Use Exchange Console to maintain user email accounts.
Engage with telephony vendor to assign and maintain landline and mobile phone numbers.

Asset Management
Update CMDB Record all the asset transactions for Laptop/Desktop/Mobile Phones in CMDB and maintain the accuracy

Knowledge Management
Participate in the maintenance of the support knowledge base and knowledge documents.
Engage in project-related work appropriate for technical knowledge and competency.

Recordkeeping
Update incidents and service requests in the service management system ensuring a complete and detailed history for each incident and small-scale change request.
Follow established standards for identity management.
Service Delivery
Promote adhere to and enhance the ITS processes procedures and IT standards ensuring highest quality and with the highest level of efficiency and customer satisfaction.
Establish and maintain effective partnerships with users business lines IT infrastructure application development and support groups and external vendors.
Demonstrate care with follow-up and follow-through on reported incidents and establishing rapport in all interactions.
Take personal ownership and pride in acting on issues and in following through on commitments to completion.
Achieve outcomes with available resources and within set time frames with little or no direct supervision.
Seeks to be proactive in identifying and eradicating technical problems before productivity loss.
Build and develop positive relationships.
Conduct formal and informal customer training and develop technical orientation and new analyst training materials as needed.
Identify and recommend process improvement initiatives to ITS Desktop Support Lead.
Consistently apply customer service best practices to ensure customer satisfaction.
Consistently promote adhere to and support the standards of IT.
Providing level I/level II technical support in an enterprise IT Service Desk/help desk environment.
Desktop operating systems (Windows and Mac)
Desktop / tablet / mobile device patching and reconciliation
Cisco telephony and Unified Communications (deskphones voicemail Jabber)
Skype for Business
iOS and Android mobile devices
Microsoft Office 2016
Active Directory
Exchange Console
Pulse VPN
ServiceNow for Incident Knowledge Problem CMDB
Excellent verbal and written communication skills
Excellent customer service skills
Professional presentation
Telephone etiquette
Strong problem solving and decision-making skills
Strong attention to detail
Time management
Ability to build and develop positive client relationships.
Ability to effectively convey complex information to all audiences.
Ability to multitask while meeting time constraints and maintaining quality.
Ability to maintain composure and diffuse difficult situations.
Ability to work independently with minimal supervision.
Ability to work as part of a team environment.
High level of enthusiasm motivation initiative sense of urgency and personal integrity.
Ability and willingness to work a flexible schedule.
Ability to lift and carry 40 lbs. without difficulty or injury.

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.
The approximate annual base compensation range for this position is $60000 to $75000. The actual offer reflecting the total compensation package plus benefits will be determined by a number of factors which include but are not limited to the applicants experience knowledge skills and abilities; geographic location; and internal equity.
Work-from-Anywhere Roles Los Angeles California-based candidates are not eligible for this role
Location-based Roles (e.g. Richardson roles metro area can be adjusted by role location) Los Angeles California based candidates are not eligible for this role. area candidates are eligible for this role only.
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.