Engineer - Service Desk P 4A

Job Description:

Service Desk Process Coach

Responsibilities:

• Audit Voice/Non-Voice tickets and share feedback with agents regularly.
• Ensure quality scores of the team are met.
• Strategize action plans for high-Risk agents.
• Conduct huddles & share process updates on daily basis.
• Drives quality initiatives.
• Conduct process training for new hires.
• Conduct monthly PKT.
• Ensure Customer Satisfaction Scores are met and conduct close looping for DSAT's on daily basis.
• Suggest and work on process improvement projects.

Preferred qualifications:

• Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
• Strong domain knowledge and technical orientation.
• Knowledge of OS, MDM and Office Issues.

Competencies:

• Customer Service and Problem-Solving attitude.
• Good communications skills in English.
• Should be able to deliver on tight timelines.

Qualifications:

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

Certifications:

• Certified Information Systems Security Professional (CISSP) - Workforce Academy Online

Required Skills:

• ADM - APS & OTHERS
• Agile Methodology
• Application Maintenance
• Applications Support
• Cloud Applications
• Collaboration Tools
• Consolidation Management
• Design Thinking
• End User Computing
• Enterprise Resource Planning (ERP)
• Executive Presence
• Human Resources (HR)
• Inclusion
• Personal Effectiveness
• Storytelling

Language:

• English (Required)
• Proficient - C2

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.