Company Name

GENPACT ( Hyderabad )

Job Description

• •     Incident Management Including registration, routing, tracking and closure of Incidents into the Ticketing System.
  •     Perform troubleshooting activities on operating systems and applications including, by way of examples but not limited to:
  •     MS Operating Systems
  •     Productivity Suites MS Office (earlier as well as later versions)
  •     All commonly available "Off the Shelf" applications.
  •     Handle tickets related to IE, Network, VPN and related issues.
  •     Basic troubleshooting of PCs, printers, scanners and fax machines.
  •     Troubleshoot incidents on mobile devices like Android and iPhone.
  •     Comprehend the issue, search in Knowledge Management tool and communicate/narrate effectively.
  •     Windows Live meetings
  •     Facilitate Service Requests such as IMACs and dispatch to appropriate resolver group within the organization
  •     Prepare daily reports; enter tickets and/or update the Service Desk ticket tracking management software.
  •     Interact with all the appropriate departments within IT in order to identify problems and/or restore the service.
  •     Document and maintain IT Service Desk related Standard Operating Procedures.
  •     Maintain the appropriate service level agreement (SLA) on all tickets.
  •     Accurately classify and document incidents and service requests.  
  •     Monitor and address tickets coming through self-service portal.
  •     Establish and maintain excellent rapport with external customers.

Job Details

Education Summary

Contact Details