Technical Associate - IT Service Desk Support

Ready to shape the future of work? 
At Genpact, we don’t just adapt to change—we drive it. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re 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, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, 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 genpact.com and on LinkedIn, X, YouTube, and Facebook. 
Inviting applications for the role of Technical Associate - Service Desk 
We are seeking an experienced Service Desk who is a first point of contact for IT-related incidents and service requests. The role focuses on providing timely, customer-focused technical support while adhering to ITIL best practices. The analyst is responsible for logging, categorizing, prioritizing, and resolving basic incidents, as well as escalating complex issues to higher-level support teams.
Responsibilities
•    Act as the first point of contact for all IT incidents and service requests via phone, email, chat, or ticketing system
•    Log, categorize, prioritize, and track incidents and requests in accordance with ITIL processes
•    Provide first-line technical support for hardware, software, network, and application issues
•    Resolve common issues at first contact using documented procedures and knowledge base articles
•    Escalate unresolved incidents to L2/L3 support teams with clear documentation and troubleshooting details
•    Monitor ticket queues to ensure SLA compliance and timely resolution
•    Communicate effectively with users, providing regular updates on ticket status
•    Perform basic user administration tasks (e.g., password resets, account unlocks, access requests)
•    Follow incident, request, problem, and change management processes
•    Contribute to the maintenance and improvement of knowledge base articles
•    Identify recurring issues and recommend process improvements
Qualifications we seek in you!
Minimum Qualifications
•    Prior experience in a service desk or IT support role
•    Basic understanding of ITIL framework and service management principles
•    Familiarity with ticketing systems (ServiceNow preferred)
•    Knowledge of Windows/macOS operating systems and common business applications
•    Basic networking concepts (LAN/WAN, VPN, DNS)
•    Strong customer service and communication skills
•    Ability to work in a fast-paced, shift-based environment
Preferred Qualifications/ Skills
•    ITIL Foundation certification (or willingness to obtain)
•    Experience supporting Microsoft 365, Active Directory, and endpoint devices
•    Prior experience in a call center or customer-facing support role

Why join Genpact? 
•    Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation 
•    Make an impact – Drive change for global enterprises and solve business challenges that matter 
•    Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities 
•    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day 
•    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 tech shapers and growth makers at Genpact and take your career in the only direction that matters: Up. 
Let’s 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.