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Process Associate – Service Desk Support

Remote:

Full Remote

Contract:

Full time

Experience:

Entry-level / graduate

Work from:

India

Offer summary

Qualifications:

Experience in PC software/hardware support, Intermediate knowledge of Microsoft Operating Systems, Familiarity with ITIL framework, Knowledge of Adobe, Microsoft Office installations, Expertise in Active Directory administration.

Key responsabilities:

24×7 Level 1 IT Service Desk support
Incident and service request management
Initial remote desktop support and user access management
Maintain internal Service Desk Support/knowledge Base
Report on known outage and service impacts

Indian Occupation

2 - 10 Employees

See more Indian Occupation offers

Job description

Process Associate– Service Desk Support
Genpact Hyderabad, Telangana, India Remote
Candidate with experience in PC software and hardware support in a corporate environment responsible for administration and troubleshooting of Microsoft Operating Systems viz. Windows 7, Windows 8 and Windows 10.

Responsibilities

Certain responsibilities related to Level 1 Service Desk Support are identified briefly below:
24×7 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

Preferred Qualifications/ Skills

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.