IT Service Desk Specialist

Job description

Be the one building AI-powered experiences where they matter most. At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships. Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day. Role Summary:  Genesys is seeking a highly motivated IT Services Specialist to join the Global Service Desk (GSD) team in Chennai. This role is responsible for delivering 24/7 technical support to employees worldwide, leveraging a hybrid model that combines human expertise with AI-driven support capabilities. As the first point of contact for IT-related issues, you will deliver timely and effective resolutions while working alongside AI-powered tools, customer self-service solutions, live chat, and digital support platforms. You will play a key role in driving a modern, AI-first support experience, enhancing resolution time, quality, and overall end-user satisfaction.  Key Responsibilities:  • Provide 24/7 support coverage (shift-based) for global end users via phone, live chat, self-service portals, and digital support platforms, email, and ticketing systems.  • Diagnose and resolve hardware, software, network, and access-related issues.  • Support and promote customer self-service solutions, enabling users to resolve common issues independently.  • Leverage AI-powered virtual agents and automation tools to handle user queries and improve resolution efficiency.  • Monitor and validate AI-generated responses and recommendations, ensuring accuracy and user satisfaction.  • Identify opportunities to automate repetitive tasks and enhance digital support experiences.  • Manage and track incidents and service requests using ITSM tools (ServiceNow).  • Ensure timely resolution and adherence to SLAs and KPIs.  • Escalate complex issues to appropriate Tier 2/3 teams when required Support user account management, including provisioning, deprovisioning, and access controls.  • Troubleshoot Windows, macOS, mobile devices (iOS & Android), and enterprise applications.  • Provide support for collaboration and conferencing tools (Microsoft Teams, Zoom, Zoom Rooms, and similar technologies).  • Assist with VPN, remote access, and connectivity issues.  • Maintain accurate documentation, including enriching knowledge base articles used by self-service and AI systems.  • Participate in major incident response and outage communications.  • Provide feedback to improve AI models, knowledge bases, and digital support workflows. Required Qualifications:  • Technical diploma or bachelor's degree in IT, Computer Science, or a related field.  • 2–4 years of experience in IT support / Service Desk / Helpdesk roles.  • Strong knowledge of Windows and macOS environments.  • Hands-on experience supporting mobile devices (iOS and Android).  • Experience with Microsoft Teams, Zoom, Zoom Rooms, and other collaboration/video conferencing tools.  • Experience with ITSM tools (ServiceNow preferred).  • Hands-on experience with Azure Active Directory (Azure AD) and Active Directory.  • Experience with endpoint and device management tools (Intune, Windows Autopilot, JAMF Pro).  • Experience with Microsoft Office 365 / Microsoft 365 suite.  • Basic understanding of networking concepts (TCP/IP, DNS, DHCP) and VPN clients/connectivity.  • Experience supporting users via live chat, self-service portals, or digital support channels.  • Experience working alongside automation tools or AI-assisted support systems (chatbots, virtual agents, etc.)  • Strong analytical and problem-solving skills, including validating AI outputs.  • Outstanding communication skills (written and verbal in English), with the ability to clearly articulate technical concepts to both technical and non-technical stakeholders.  • Strong customer service orientation with a user-first mindset.  • Ability to work in rotational shifts, including nights, weekends, and holidays.  Preferred Qualifications:  • ITIL Foundation certification.  • Exposure to AI/ML concepts in IT operations (AIOps, virtual agents, automation platforms).  • Experience improving sel