[ref. l49384020] Genpact - Technical Associate IT Support Center

Job Description

Inviting applications for the role of Technical Associate - IT Support Center

• Act as an escalation point for unresolved or escalated calls
• Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles
• Periodic reporting to senior management and represent Service Desk during reviews/meetings.
• Ensure staff take ownership of user problems and be proactive when dealing with user issues.
• Allocate more complex calls to the relevant IT Support members.
• Arrange for external technical support where problems cannot be resolved in house.
• Ensuring knowledge management systems and documentation are kept up to date
• Contribute to and comply with the Quality System and the IT Operations Manual.
• Track and report statistics to management on a periodic basis, or as requested.
• Identify and own Users training requirements.
• Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents.
• Increase the Availability of self-service capability, such as through providing self-service articles and help documentation for common issues across Service Desks.

Qualifications we seek in you!

• Must have a technology and service desk background
• Graduate in any stream
• ITIL certification
• Multitasking skills.
• Ability to pay attention to detail.

• Proven work experience as operations supervisor
• In-depth knowledge of performance metrics
• Good PC skills, especially MS Excel
• Excellent communication and leadership skills
• Organizational and time-management skills
• Excellent written and verbal skills
• Experience/understanding of ITIL methodology
• The ability to multitask across multiple incidents .
• Understanding of SLAs and KPIs
• Experience of working in complex, high pressured environments within a 24-hour service structure

Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.

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 %27starter kit,%27 paying to apply, or purchasing equipment or training.