Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.
Welcome to the relentless pursuit of better.
Inviting applications for the role of Consultant – Digital Work place – Service Desk
In this role, Service Desk Manager will be responsible to manage day to day activities of our service desk and direct the team according to the ITIL best practices. Establish, meet and report the agreed Service Levels (SLA) of incident resolution and request fulfillment.
Responsibilities!
Continually improve the service desk delivery processes and constantly achieve higher service quality.
Guide the team in resolving multi-level issues, developing our knowledge base, and providing a superior level of customer service.
Ensure that communications to the key stakeholders are provided in a concise and timely manner.
Manage the processing of incoming calls to the service desk via self-service portal, telephone and email to ensure timely, gracious and effective resolution of customer issues.
Manage and process accounts provisioning requests through on-boarding of new employees – AD accounts, Email Accounts, Instant Messenger accounts, and any applications specific accounts.
Track and analyze trends in service desk requests and generate statistical reports to continuously improve our customer service experience.
Manage the performance of level 1 and level 2 services & support to internal and external clients and ensure that service levels are achieved and customer expectations are met or exceeded.
Responsible for ensuring staff are meeting and exceeding expectations in regards to performance, metrics/service levels and provide effective customer service.
Train, coach and mentor service desk agents. Build and maintain the knowledge base and improve the same continuously.
Generate and distribute the service desk metrics/KPIs to the key stakeholders on a weekly, monthly and as needed.
Build and maintain a professional relationship with all the key business and IT stakeholders.
Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as needed. Review survey feedback to improve services, tools and support experience.
Qualifications we seek in you!
Minimum qualifications
B.E./B.Tech/MCA/M.Tech
Preferred qualifications
Total of 12+ years of IT experience and 7+ years’ experience in managing an IT service desk team
Advanced technical support and troubleshooting skills in the following technologies:
Windows Server 2008 R2/2012 R2, Office 365
Desktop Hardware, Software and Operating System (Windows 7 & 10)
Active Directory, VPN and Network systems/protocols.
Printers, Virtual Desktops and End Point Security products (Anti-Virus, Encryption and DLP)
Experience of using Service Now ticketing tool for managing incidents, changes and problems
Excellent communications skills, both verbal and written.
Excellent customer service skills
Advanced service desk reporting skills – Prior experience of reporting automation skills is a plus
Organized and capable of multi-tasking in a fast paced environment
Prior experience of working/managing a service desk.
Strong ability to work with a wide variety of end user personalities, and adjust communication methods where required
Active listening, analytical skills and Problem solving skills
Must meet work deadlines, have regular attendance, high level of confidentiality, unquestionable ethics and integrity, good interpersonal skills, ability to work with a team, and ability to organize, and prioritize
Bachelor’s degree – Preferred
ITIL Foundation certification – Strongly Preferred – Should be able to complete the training within 90 days of joining the company.
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.
JobConsultant
Primary LocationIndia-Hyderabad
Education LevelBachelor’s / Graduation / Equivalent
Job PostingJun 2, 2023, 4:45:35 AM
Unposting DateOngoing
Master Skills ListConsulting
Job CategoryFull Time
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