Company Name

GENPACT ( Hyderabad )

Job Description

• • Technical Support: Provide basic technical and service desk assistance.
  • Incident Management: Log, route, track, and close incidents in the ticketing system.
  • Troubleshooting: Resolve issues related to MS Operating Systems, MS Office, common applications, browsers (IE), network/VPN, PCs, printers, scanners, fax machines, and mobile devices.
  • Knowledge-Based Support: Use knowledge tools to understand issues and communicate solutions clearly.
  • Service Requests: Handle IMACs and dispatch requests to appropriate internal teams or external vendors.
  • Reporting & Documentation: Prepare daily reports and maintain Service Desk SOPs.
  • Collaboration: Coordinate with IT departments to resolve problems and restore services.
  • SLA Management: Ensure tickets meet required service levels and are properly classified and documented.
  • Ticket Monitoring: Manage tickets from the self-service portal.
  • Customer Interaction: Build strong rapport with end users and ensure a positive support experience.

Job Details

Education Summary

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