Analyst - Service Desk Ready to turn bold ideas into real-world impact? At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment. Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises. Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook. Job Description Service Desk Analyst

Responsibilities

· Act as the first point of contact for all IT incidents and service requests via phone, email, chat, or ticketing system · Log, categorize, prioritize, and track incidents and requests in accordance with ITIL processes · Provide first-line technical support for hardware, software, network, and application issues · Resolve common issues at first contact using documented procedures and knowledge base articles · Escalate unresolved incidents to L2/L3 support teams with clear documentation and troubleshooting details · Monitor ticket queues to ensure SLA compliance and timely resolution · Communicate effectively with users, providing regular updates on ticket status · Perform basic user administration tasks (e.g., password resets, account unlocks, access requests) · Follow incident, request, problem, and change management processes · Contribute to the maintenance and improvement of knowledge base articles · Identify recurring issues and recommend process improvements

Qualifications

we seek in you! Technical & Process Skills · Prior experience in a service desk or IT support role · Basic understanding of ITIL framework and service management principles · Familiarity with ticketing systems (ServiceNow preferred) · Knowledge of Windows/macOS operating systems and common business applications · Basic networking concepts (LAN/WAN, VPN, DNS) · Strong customer service and communication skills · Ability to work in a fast-paced, shift-based environment Preferred Qualifications/ Skills · ITIL Foundation certification (or willingness to obtain) ·

Experience

supporting Microsoft 365, Active Directory, and endpoint devices · Prior experience in a call center or customer-facing support role

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 - Proficient - C2 Additional Job Location - Job Type Regular Master Skill List - Service Desk

Remote Type

- Hybrid

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. 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.