Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI. 

Inviting applications for the role of Lead Consultant– Service Desk Lead 

Responsibilities 

• The level 2 point of contact for tier 1 Service Desk Agents  

• Responsible for second-level advisor and internal support and for setting up, testing, upgrading, troubleshooting and deploying a variety of applications  

• Prepares daily problem reports; enters tickets and updates Service Desk tracking management software; helps mentor and train junior personnel; and assists internal and external customers through effective support, communication, software utilization and technology  

• Provides technical support to advisors for various applications and functions  

• Interacts with all appropriate departments within IT in order to restore service and/or identify problems  

• Documents and maintains IT Service Desk-related processes and procedures  

• Maintains appropriate service level agreement (SLA) on tickets in CONTACT and/or Service Now, our service request systems  

• Accurately classifies and documents requests and incidents   

• Monitors and addresses tickets coming through self-service portal  

• Establishes and maintains excellent rapport with external customers  

• Identifies and learns appropriate software and hardware used by the organization  

• Provides end-to-end user support by following up with the end user to confirm request closure  

• Provisions and de-provisions all user access accounts related to information systems like AD, email (Office 365), VPN, SharePoint and Network File Shares.  

• Provisions and de-provisions all user accounts related to business applications in scope.  

• Follows the on-boarding and off-boarding process and workflow.  

• Assists in documenting, analyzing, and streamlining application account provisioning processes.   

• Assists in the design, maintenance, and integrity of the role based access structure.   

• Participates in project tasks as required.   

• May provide assistance answering help desk phone line occasionally.   

• Maintains summary statistics regarding workload, account tracking, etc  

Qualifications we seek in you! 

Minimum Qualifications / Skills 

• Familiar with ITIL framework  

• Beginning to intermediate knowledge of the administration, installation and troubleshooting of Microsoft Windows 7, Windows 8 and Windows 10  

• Beginning to intermediate knowledge for installation and troubleshooting of the following software suites: Adobe, Microsoft Office, and other productivity suites  

• Excellent time and project management/tracking skills, customer service and interpersonal skills, system diagnostic and communication (written and oral) are critical for high success in this position.  

• Familiar with the administration and support of clearing house platforms  

• Familiar with Active Directory administration, including the creation of domain and exchange accounts  

• Excellent troubleshooting skills over the telephone  

• Good interpersonal skills and attention to customer service  

• Ability to work effectively in a fast-paced environment  

• Ability to communicate effectively  

• Able to provide first class customer service to both internal and external customers  

Preferred Qualifications/ Skills 

• Able to effectively prioritize incidents and service requests  

• Able to work flexible hours based on business demands – off business hours, On-Call support and weekends as necessary  

• Enjoy working in a team environment  

• Able to sit, stand and walk for extended periods of time  

• Able to lift up to 50 pounds  

• Able to be periodically on call for after-hours support  

• Ability to learn and work independently with minimum supervision.   

• Experience as help desk agent or customer service analyst preferred.   

• Experience of using tools like Service Now and Salesforce is required 

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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. 

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.