Service Desk Analyst

Genpact · India

Service Desk Analyst

Location: Hyderabad

Experience: 1-3 years

Immediate Joiners Preferred.

Shift: 24/7

Work Mode: Hybrid

For Immediate response, Kindly share resumes to nsenthil.kumar@genpact.com with Sub of "SD" along with notice period.

I Round – Communication Skill Checks

II & III – Technical

Job Summary

The Service Desk Agent serves as the first point of contact for end users seeking technical assistance. The role is responsible for providing Level 1 support, troubleshooting IT-related incidents and service requests, ensuring timely resolution, maintaining high customer satisfaction, and adhering to SLA commitments. The Service Desk Agent manages incidents through phone, chat, email, and self-service channels while documenting and escalating issues when required.

Key Responsibilities

Incident & Request Management

• Act as the primary point of contact for IT support requests.
• Log, categorize, prioritize, and assign tickets accurately in the ITSM tool (ServiceNow, Remedy, etc.).
• Perform initial diagnosis and troubleshooting for hardware, software, application, email, VPN, network connectivity, and access-related issues.
• Provide first-call resolution whenever possible.
• Escalate unresolved incidents to appropriate support teams following escalation procedures.
• Monitor and follow up on open tickets until closure.

Customer Support

• Deliver exceptional customer service through phone, chat, email, and remote support channels.
• Keep users informed regarding ticket status and expected resolution timelines.
• Ensure customer interactions are professional, courteous, and solution-oriented.

Technical Support

• Support Windows OS, Microsoft 365 applications, mobile devices, printers, VPN, and standard business applications.
• Perform password resets, account unlocks, and basic access management activities.
• Utilize remote support tools to diagnose and resolve issues efficiently.

Knowledge Management

• Use Knowledge Base Articles (KBAs), SOPs, and troubleshooting guides during issue resolution.
• Contribute to the creation and update of KBAs based on recurring incidents and solutions.
• Share knowledge and best practices with team members.

Service Excellence & Compliance

• Adhere to SLA, KPI, and quality standards.
• Maintain accurate ticket documentation and activity logs.
• Follow ITIL processes for Incident, Request, Problem, and Knowledge Management.
• Ensure compliance with information security and organizational policies.

Required Skills & Qualifications

Education

• Bachelor's Degree in Computer Science, Information Technology, or related discipline.
• Equivalent technical certifications may be considered.

Technical Skills

• Knowledge of Windows OS, Microsoft Office/Microsoft 365.
• Experience with ticketing tools such as ServiceNow, Remedy, Jira, or similar.
• Understanding of Active Directory, VPN, networking fundamentals, and remote support tools.
• Familiarity with ITIL framework and Service Desk operations.

Soft Skills

• Strong customer service orientation.
• Excellent verbal and written communication skills.
• Analytical and problem-solving abilities.
• Ability to work in a fast-paced environment and manage multiple priorities.
• Strong teamwork and collaboration skills.

Preferred Qualifications

• ITIL Foundation Certification.
• Microsoft Certifications (M365, Azure Fundamentals).
• 1-3 years of Service Desk, Help Desk, or Technical Support experience.