Consultant IT Service Desk Technical Support

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 Consultant IT Service Desk / Technical Support!
The Consultant will provide Tier 2 technical support and act as a key resolution resource for incidents and service requests escalated from Tier 1. This role focuses on advanced troubleshooting efficient resolution and ensuring high service quality while adhering to ITIL-based service management processes. The Consultant works closely with Service Desk Infrastructure Network and Application teams to ensure timely issue resolution and excellent customer experience.

Responsibilities
Provide Tier 2 support for Incidents Service Requests and inquiries escalated from Tier 1 via phone email web chat and ITSM tools.
Perform advanced troubleshooting across PCs laptops mobile devices peripherals telephony software applications and basic network connectivity issues.
Analyse diagnose and resolve technical issues within defined SLAs and OLAs.
Ensure accurate documentation of incident details troubleshooting steps and resolutions in the ITSM system.
Validate categorization prioritization and assignment of Incidents and Service Requests received from Tier 1.
Escalate unresolved or high-impact issues to Tier 3 support groups vendors or specialized teams when required.
Support Major Incident resolution by assisting Incident Managers with technical investigation and recovery activities.
Associate Incidents and Service Requests with related ITSM records such as Problems Changes Known Errors and Knowledge Articles.
Follow IT Service Desk and ITIL-based processes for Incident Problem Change and Request Management.
Contribute to the creation review and maintenance of Knowledge Base articles to improve first-call and self-service resolution.
Identify recurring issues and provide inputs for problem management and root cause analysis (RCA).
Communicate clearly with users regarding issue status resolution steps and expected timelines.
Ensure user confirmation of resolution before closing Incidents and Service Requests.
Deliver high-quality customer service and maintain strong customer satisfaction levels

Qualifications we seek in you!
Minimum Qualifications / Skills
Bachelors degree in Engineering Computer Science or equivalent
Strong technical knowledge of end-user computing mobile devices peripherals telephony and enterprise applications.
Working knowledge of networking fundamentals (TCP/IP DNS DHCP VPN) is preferred.
Experience working with ITSM tools such as ServiceNow Remedy Jira or equivalent.
Solid understanding of ITIL processes and service management best practices.
Strong analytical and problem-solving skills.
Excellent verbal and written communication skills.
Strong customer-service mindset with attention to detail and quality.
Ability to manage multiple issues and priorities in a fast-paced environment.
Flexibility to support shift work on-call rotations or schedule changes when required.
Collaborate with Tier 1 Lead Consultants and cross-functional IT teams to improve service desk effectiveness.
Support shift coverage adjustments and assist during peak volumes or critical incidents as needed.
Participate in service improvement initiatives and operational reviews.

Preferred Qualifications/ Skills
ITIL Foundation
CompTIA A Network or equivalent
Microsoft or relevant platform certifications

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.