Process Associate

• Company Genpact
• No. of Openings 10
• Salary Not Disclosed
• Work Type on-site

Job Description :

Responsibilities
Certain responsibilities related to Level 1 Service Desk Support are identified briefly below:
• 24x7 Level 1 IT Service Desk support through Phone, Chat, Email, Voicemail & Web (Self-service)
• Provide Incident, query and service request management and monitoring (incl. escalation)
• Initial remote desktop support, user access management, password reset, Windows and OS support, etc.
• Review and Maintain internal Service Desk Support/knowledge Base
• Implement and Maintain self-service/self-help resources and services
• Report on known outage and service impacts

Qualifications
Minimum qualifications
• College diploma or university degree in the field of computer science.
• Relevant work experience

Preferred qualifications

• Good communication skills
  • Familiar with ITIL framework.
  • Beginning to intermediate knowledge of administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.
  • 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.