Opportunity brief
Genpact is hiring for the role of Service Desk Analyst!
Responsibilities of the Candidate:
- Level 1 support - Strong customer service orientation - Demonstrated ability to handle multiple tasks with little to no forewarning - Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events - Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively - Document & add new issues/solutions to Knowledge Management Repository - Use of soft skills - Listen, Empathy, Courtesy etc. - Utilize professional techniques to retain & delight customers. - Provide quality service & resolve concerns efficiently & professionally - Above all, take full ownership of the Incident from Creation to Closure - Provide technical assistance and support for incoming queries and issues; - Troubleshoot software and hardware problems - Install and configure software and hardware - Perform system upgrades - Monitor and maintain computer systems and networks - Ensure security and privacy of systems and networks - Offer timely technical support and teach users how to utilize systems effectively.
Requirements:
Qualifications:
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Bachelors - Computer Engineering
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Bachelors - Database Management
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Bachelors - Information Systems
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Bachelors - Information Technology
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Bachelors - Network Engineering
Certifications:
- Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources - ServiceNow Certified Application Developer - ServiceNowServiceNow - STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone
Required Skills:
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Agile Methodology
- BIZ dedicated -
Business Continuity Planning (BCP)
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Collaboration Tools
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Design Thinking
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Engineering Services
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Field Support
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Inclusion
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IT Service Desk
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Mac OS Support
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Personal Effectiveness
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