Process Associate 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 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 Process Associate - Service Desk Technical Support
In this role you will act as the first point of contact for IT support assisting users with technical issues via phone chat and email ensuring timely resolution or escalation.
In this role you will manage and prioritize support tickets accurately document incidents and follow established processes to maintain service quality.
In this role you will deliver a customer-centric support experience adhering to SLAs compliance standards and organizational policies.

Responsibilities
Service Desk L1
Receive and log incidents and service requests via phone email chat and ITSM tools.
Manage end-to-end user lifecycle operations in Active Directory and Azure Active Directory including user creation modification and disablement.
Deliver and support authentication access and security controls through Okta including MFA enrolment validation and access troubleshooting.
Own and resolve incidents and service requests in ServiceNow ensuring accurate categorization prioritization documentation and timely resolution.
Perform password resets account lock/unlock activities and access provisioning for VPN enterprise applications and SharePoint.
Administer SharePoint site access permissions and basic site management tasks in line with security policies.
Monitor and validate endpoint compliance and device health using Microsoft Intune escalating non-compliant issues as required.
Troubleshoot and resolve Windows OS iOS (iPhone/iPad) and Microsoft Office applications including Outlook and Microsoft Teams.
Diagnose and fix hardware desktop and peripheral issues to restore end-user productivity.
Maintain and update accurate asset records in ServiceNow including asset creation modification tagging and lifecycle tracking.
Deliver high-quality customer-focused end-user support with clear communication professionalism and empathy.
Meet and maintain defined SLA and quality targets by prioritizing workload and ensuring timely issue resolution.
Document incidents service requests troubleshooting steps and resolutions with detailed and audit-ready work notes.
Create review and update SOPs user guides and knowledge base articles to support self-service and first-call resolution.
Apply structured and logical troubleshooting methodologies to efficiently diagnose and resolve technical issues.
Escalate unresolved or complex issues to Level 2/3 teams with clear technical details and business impact.
Support user onboarding and offboarding activities by provisioning and deprovisioning system access.
Follow and enforce IT security policies access controls and data protection standards.
Collaborate with internal IT teams to improve resolution times knowledge coverage and service quality.
Qualifications we seek in you!
Minimum Qualifications
College diploma or university degree in the field of computer science.
Preferred Qualifications/ Skills
Familiar with ITIL framework.
Beginning to intermediate knowledge of administration and troubleshooting OS related issues.
Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe Microsoft Office and other productivity suites.
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 in flexible hours based on business demands and on-call support in off business hours and on weekends as necessary.

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.