Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Consultant - Desk Side support
We are seeking highly motivated and skilled individuals to join our Desk side support team providing 24x7 support to end-users. This role will primarily focus on troubleshooting and resolving technical issues for users via multiple support channels including email, ticketing tool (JIRA), and MS Teams.
Responsibilities
• Handle the issues/request reported through various ticketing tool within agreed SLA’s
• Install and configure computer hardware, operating systems, and applications.
• Set up and configure computer systems.
• Troubleshooting issues related to hardware ,MDM, OS, Standard Office Suite
• Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers and projector.
• Perform on-site analysis, diagnosis, and resolution of desktop problems for clients, recommend and implement corrective solutions.
• Install, configure, maintain, and troubleshoot client workstations.
• Utilize Jira to record, update and resolve tickets.
• Collaborate with other support groups across global locations to help troubleshoot client issues.
• Write technical support and client documentation in the form of Knowledgebase articles.
• 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)
• Second level support to Desktops, Laptops, Printers, and Multi-Function Devices.
• Trouble shooting issues related to business specific applications.
• User provisioning of various business applications (ERP)
• Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects.
• Knowledge Management – Ensure the Knowledge Articles are used on all issues.
• Follow IT Infrastructure Library (ITIL) framework for incident and request management.
• Record and track incidents and service requests in JIRA, ensuring proper documentation and updates throughout the lifecycle.
• Work closely with Level 2 and Level 3 teams for complex issues, ensuring seamless handoffs and clear communication.

Qualifications we seek in you
Minimum Qualifications
• Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
• Strong domain knowledge and technical orientation.
• Basic TCP/IP networking knowledge and troubleshooting skills.
• Desktop operating systems, Windows/ Mac.
• Strong problem solving and decision-making skills.
• Ability to work independently with minimal supervision.
• High level of enthusiasm, motivation, initiative, sense of urgency and personal integrity.
Preferred Qualifications/ Skills
• Customer Service and Problem-Solving attitude.
• Excellent verbal and written communication skills
• Should be able to deliver on tight timelines.

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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.