Analyst

Job Description

• Level 1 support
• Strong customer service orientation
• Demonstrated ability to handle multiple tasks with little to no forewarning
• Demonstrated ability to react quickly, lead and perform exceptionally during critical/catastrophic events
• Comprehend the issue, search on Knowledge Management Tool and communicate/narrate effectively
• Document & add new issues/solutions to Knowledge Management Repository
• Use of soft skills - Listen, Empathy, Courtesy etc.
• Utilize professional techniques to retain & delight customers.
• Provide quality service & resolve concerns efficiently & professionally
• Above all, take full ownership of the Incident from Creation to Closure
• Provide technical assistance and support for incoming queries and issues;
• Troubleshoot software and hardware problems;
• Install and configure software and hardware;
• Perform system upgrades;
• Monitor and maintain computer systems and networks;
• Ensure security and privacy of systems and networks;
• Offer timely technical support and teach users how to utilize systems effectively.

Qualifications

Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering

Certifications

Professional Customer Service - SMG/KRC Poland Human ResourcesSMG/KRC Poland Human Resources, ServiceNow Certified Application Developer - ServiceNowServiceNow, STI Certified Call Center Professional (CCCP) - CornerstoneCornerstone

Required Skills

Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Collaboration Tools, Design Thinking, Engineering Services, Field Support, Inclusion, IT Service Desk, Mac OS Support, Personal Effectiveness, Workplace Services

Language

English (Required)

Language Proficiency -

Advanced - C1

Additional Job Location -

Job Type

Regular

Master Skill List -

Service Desk

Remote Type -

Office

Work Shift -

Rotating (India)

Why join Genpact?

• Lead AI-powered transformation – Drive innovation and solve real-world business challenges that matter • Make an impact – Help global enterprises solve business challenges that matter • Accelerate your career – Gain hands-on experience, mentorship, and world-class learning opportunities to stay ahead • Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day • Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up. Let’s build tomorrow together.

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 respect and integrity, customer focus, and innovation. 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.

We're an agentic and advanced technology solutions company that runs mission-critical operations for the world's leading companies, while building and deploying the agentic products and technology that power those operations. Our teams bring deep expertise to shape what AI can do and change how businesses actually run. Join us to build the career you want — and be on it because you'll be in it.

At Genpact, your expertise grows because you're inside the work. Whether you build AI systems or bring deep knowledge of how businesses run, you'll work on real challenges that change how the world's leading companies operate. There's a lot to learn here, and room to grow.

Please be aware of scammers

Genpact never asks applicants to pay to be part of our hiring process. If you get an email asking you to purchase a starter kit, equipment, or training, or pay to apply for a job, please assume this is a scam.