Analyst - Service Desk 5B

Job description

Analyst - Service Desk Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.  Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. Job Description Service Desk Analyst Responsibilities · Act as the first point of contact for all IT incidents and service requests via phone, email, chat, or ticketing system · Log, categorize, prioritize, and track incidents and requests in accordance with ITIL processes · Provide first-line technical support for hardware, software, network, and application issues · Resolve common issues at first contact using documented procedures and knowledge base articles · Escalate unresolved incidents to L2/L3 support teams with clear documentation and troubleshooting details · Monitor ticket queues to ensure SLA compliance and timely resolution · Communicate effectively with users, providing regular updates on ticket status · Perform basic user administration tasks (e.g., password resets, account unlocks, access requests) · Follow incident, request, problem, and change management processes · Contribute to the maintenance and improvement of knowledge base articles · Identify recurring issues and recommend process improvements Qualifications we seek in you! Technical & Process Skills · Prior experience in a service desk or IT support role · Basic understanding of ITIL framework and service management principles · Familiarity with ticketing systems (ServiceNow preferred) · Knowledge of Windows/macOS operating systems and common business applications · Basic networking concepts (LAN/WAN, VPN, DNS) · Strong customer service and communication skills · Ability to work in a fast-paced, shift-based environment Preferred Qualifications/ Skills · ITIL Foundation certification (or willingness to obtain) · Experience supporting Microsoft 365, Active Directory, and endpoint devices · Prior experience in a call center or customer-facing support role Qualifications Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, 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 Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Collaboration Tools, Design Thinking, Engineering Services, Field Support, Inclusion, IT Service