Technical Associate - Service Desk L1 Job in Hyderabad at Genpact

Genpact is hiring for the role of Technical Associate - Service Desk L1!

Responsibilities of the Candidate:

• Handle the issues/requests reported through various ticketing tools within agreed SLA’s 
• Should handle Voice and Non-Voice tickets simultaneously. 
• Responsible for executive leadership and Board members' IT support. 
• Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners. 
• Troubleshoots and resolves minor wireless, network, switch, or printer issues; escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams 
• Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari) 
• Set up and configure computer systems. 
• Troubleshooting issues related to MDM, OS, Standard Office Suite, and Browsers. 
• Second-level support to Desktops, Laptops, Thin Clients, Printers, Scanners and Multi-Function Devices. 
• Troubleshooting issues related to business-specific applications. 
• User provisioning of various business applications(ERP)  
• Support New Transitions, Ramp Up’s/Down, Business migrations/Site Consolidations Projects. 
• Support Infra Projects (Refresh/Upgradations/Migrations/New Technology Rollout) 
• Knowledge Management – Ensure the Knowledge Articles are used on all issues. 
• Provide Hands and Feet support to other IT Teams for any scheduled activities. 
• Install and configure computer hardware, operating systems, and applications. 

Requirements:

• Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field. 
• Strong domain knowledge and technical orientation.  
• Knowledge of OS, MDM and Office Issues. 
• Customer Service and Problem-Solving attitude.  
• Good communication skills in English. 
• Should be able to deliver on tight timelines