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.

Inviting applications for the role of Consultant – Service Desk SME

Responsibilities

Technical Expertise and Troubleshooting

Serve as a technical resource, providing advanced troubleshooting, guidance, and support to the team on complex issues.

Maintain expertise in key technical domains, including desktop engineering, O365, and MDM solutions like Meraki and Intune.

Knowledge Management and Training

Lead knowledge transfer sessions, updating and developing training materials, runbooks, and documentation to ensure team readiness and alignment with best practices.

Conduct regular training sessions on new tools, technologies, or processes, with a focus on skill development and technical knowledge enhancement.

Process Improvement and Quality Assurance

Identify and analyze patterns in incidents, using insights to improve service processes and reduce incident escalation rates.

Implement and promote best practices for handling recurring issues to enhance efficiency and service quality.

Regularly review ticket resolutions to ensure quality, providing feedback to team members to enhance service levels.

Escalation Management and Coordination

Act as the primary escalation point for complex incidents beyond Level 1 or 2 capabilities.

Collaborate with Level 3 or vendor support to resolve critical issues, ensuring swift and effective incident resolution.

Maintain visibility on high-priority incidents, facilitating timely and clear communication to stakeholders and customers.

Performance Analysis and Reporting

Analyze service desk performance metrics to identify trends and areas for improvement.

Contribute to continuous service improvement by proposing and implementing long-term solutions to reduce recurring incidents and improve service reliability.

Stakeholder and Client Communication

Regularly communicate with stakeholders on key incidents, updates, and changes in system processes.

Provide periodic updates to management on progress regarding incident handling, escalation management, and project milestones.

 Qualifications we seek in you

Minimum qualifications

Graduate in any stream

Demonstrated experience as an SME, handling daily operations, supporting the team, and acting as a point of escalation.

Proficient in ITIL framework and processes, with experience working in an ITIL-aligned environment.

Excellent verbal and written communication skills to interact with stakeholders at all levels.

Strong knowledge of Microsoft Office Suite for data analysis, report generation, and presentations.

Good experience in knowledge management

Preferred Skills:

Skilled in ServiceNow for reporting, data analysis, and workflow management.

Ability to work effectively under pressure, managing multiple priorities and high-stakes incidents.

Strong client handling and escalation management skills.

Should have understanding of below Technical Skills:

Networking

Active Directory

Azure

Intune

Chrome, Edge Mozilla Firefox

Okta

Service Request Management

O365 Tools

PC/Laptop

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 diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

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.