Genpact Hiring For Manager – Service Desk at Gurgaon / Gurugram Full Time

From New York
to New Delhi and more than 30 countries in between, our 90,000+ curious and
courageous employees drive digital-led innovation and digitally enabled
intelligent operations for our hundreds of Global Fortune 500 clients.
Our start-up
spirit, coupled with our award-winning decades of solutions and end-to-end
process and domain expertise, let us connect every dot, reimagine every
process, and go deep to reinvent the world’s biggest brands ways of working.
Because of
our tremendous success-driven growth, we’re rapidly expanding our team of
transformational change agentspeople who think with design, dream in digital,
solve problems with data and analytics, obsess over operations, focus on the
details, and lead change with their curious, incisive, and courageous nature.
If you’re a
rule-breaker and risk-taker who sees the world differently and are bold enough
to reinvent it, we could be a perfect match.
Transformation
happens here. Come, be a part of our exciting journey!
Are you
the one we are looking for
Inviting
applications for the role of Manager, Service DeskThis
role will be responsible for leading Service Desk support team to provide
excellent customer service and resolve all technical issues, along with
managing and driving continues improvement to achieve organizational goals.
Responsibilities

• Manage
  the help desk team and evaluate performance
• Manage
  business relationships with Service Desk stake holders to guide and
  influence successful delivery of service in accordance with service level
  agreements/contracts/user experience/leadership guidance
• Supporting
  Organization projects from IT service desk perspective to meet
  organizational goals
• Recruit,
  train and support help desk representatives and technicians
• Contribute
  to improving customer support by actively responding to queries and
  handling complaints
• Leadership
  interaction and handling business escalation
• Drive
  critical global failures impacting service desk operations
• Establish
  best practices through the entire technical support process
• Follow
  up with customers to identify areas of improvement
• Develop
  daily, weekly and monthly reports on help desk team’s productivity
• Provide
  customer feedback to the appropriate internal teams, like product
  developers

Qualifications

Minimum qualifications

• Graduate,
  preferred in IT stream

Preferred qualifications

• Experience
  in managing service desk in various global locations
• Proven
  work experience as a Help desk manager
• Sound
  understanding of Multimedia Call Center Technologies and various channels
  of support
• Solid
  technical background with an ability to give instructions to a
  non-technical audience
• Customer-service
  oriented with a problem-solving attitude
• Excellent
  written, verbal and communications skills
• Team
  management skills
• Should
  be able to deliver on Tight timelines and Demonstrate success &
  achievement orientation.
• Should
  have in depth understanding of End User Computing and Service Desk area of
  operations
• Exceptionally
  high motivational levels and needs to be a self-starter

Genpact is
an Equal Opportunity Employer and considers applicants for all positions
without regard to race, color, religion or belief, sex, age, national origin,
citizenship status, marital status, military/veteran status, genetic
information, sexual orientation, gender identity, physical or mental disability
or any other characteristic protected by applicable laws. Genpact is committed to creating a
dynamic work environment that values diversity and inclusion, respect and
integrity, customer focus, and innovation. For more information, visit
www.genpact.com. Follow us on Twitter, Facebook, LinkedIn, and YouTube.