Process Associate - Service Desk Job in Hyderabad at Genpact

Genpact is hiring for the role of Process Associate- Service Desk!

Responsibilities of the Candidate:

• Assist end users through Phone, chat & Web tickets, addressing their queries and concerns promptly
• Update and maintain the log notes in the ticketing tool to provide a comprehensive history of customer interactions.
• Actively resolve tickets by selecting appropriate resolution categories in the ticketing tool.
• Actively troubleshoot hardware, operating system (OS), standard office suite, and browser-related issues.
• Provide hardware support for desktops, laptops, and mobile phones, offering first-level assistance for printers.
• Actively troubleshoot applications and demonstrate foundational proficiency in diagnosing and resolving issues related to mobile devices.

Requirements:

• Graduate in any stream
• Utilize soft skills such as active listening, demonstrating empathy, and showing courtesy to enhance customer interactions and support experiences.
• Ability to speak to a non-technical audience about technical problems
  Efficiently multitasks to handle multiple customer inquiries and technical issues simultaneously.
• Preferred Qualifications/ Skills
• Good communication skills
• Demonstrate proficiency in the following technical skills:
• PC/Laptop
• Basic Networking
• Chrome, Edge & Mozilla Firefox
• Operating systems
• MS Office 2016