Technical Associate - IT Support Center

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. Responsibilities • Act as an escalation point for unresolved or escalated calls • Take on a wider customer service role and promote the customer service ethic to maintain a high degree of customer service for all support queries and adhere to all service management principles • Periodic reporting to senior management and represent Service Desk during reviews/meetings. • Ensure staff take ownership of user problems and be proactive when dealing with user issues. • Allocate more complex calls to the relevant IT Support members. • Arrange for external technical support where problems cannot be resolved in house. • Ensuring knowledge management systems and documentation are kept up to date • Contribute to and comply with the Quality System and the IT Operations Manual. • Track and report statistics to management on a periodic basis, or as requested. • Identify and own Users' training requirements. • Analyze Incident trends, and recommend and implement actions, with approval, to reduce Incidents. • Increase the Availability of self-service capability, such as through providing self-service articles and help documentation for common issues across Service Desks.

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.