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Process Associate - L1 Service desk & Floor Support

Process Associate – L1 Service desk & Floor Support

Function: Operations

Gurgaon, India

 

With a startup spirit and 80,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it. Now, we’re calling all you rule-breakers and risk-takers who see the world differently, and are bold enough to reinvent it. Come, transform with us.

 

Inviting applications for the role of Process Associate – L1 Service desk & Floor Support

 

Responsibilities

  • Level 1 support
  • Strong customer service orientation
  • Need to be flexible with both Voice & Non Voice Support
  • 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
  • Hardware support to Desktops, Laptops, Thin Clients. First level support to Printers, Scanners and Multi-Function Devices.
  • Installations, Movement, Transfer, surrender of Desktops/Laptops/ Thin Client, Printers, Scanners, MFP’s and mobile devices like iPads etc.
  • Installation of end points to be done as per organization Hardening guidelines through MDT setup.
  • Installation, Transfer and removal of business specific applications and their upgrades.
  • Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects.
  • Support Infra Projects (Refresh/Upgradations/Migrations/New Technology Rollout)
  • Knowledge of Media disposal tools like Kill Disk/Eraser/Degausser.
  • Provide Hands and Feet support to other IT Teams for any scheduled activities.
  • Coordination with Vendor Partner for any issues for warranty and other escalations.
  • Installation, troubleshooting of equipment in data center, mux and hub room. This may include physically upgrading internal system components (CPU, RAM, HBA, memory hard drives, fibre cables, copper, and more.

 

 


Minimum qualifications

  • Graduate in any stream

Preferred:

  • Good communication skills
  • Need to be flexible in working from Office
  • Should have understanding of below Technical Skills:
    • Basic Networking
    • Win NT/2000
    • MS Office 2007, 2010
    • IE6 & IE8
    • OS - WinXP, Win7, Win 10
    • Outlook 2007, 2010, 2016
    • PC/Laptop/Handheld/Printers

 

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. For more information, visitwww.genpact.com. Follow us on TwitterFacebookLinkedIn, and YouTube.

 

Job: Process Associate

Job ID: ITO050998

Primary Location: India - Gurugram

Education Level: Bachelor's / Graduation / Equivalent

Job Posting: Mar 1, 2022

Master Skills List: Operations

Job Category: Full Time