Looking for Genpact jobs in Hyderabad? Genpact has a listed opening for the position of Service Desk Support Engineer in Hyderabad, Telangana. This opportunity is intended for IT professionals with experience in IT service desk management, technical support, troubleshooting, and team leadership.
Candidates searching for Service Desk Engineer jobs, IT support jobs, IT helpdesk jobs, and service desk management roles can explore the job details, responsibilities, eligibility requirements, and required technical skills below.
Genpact Job Details
| Job Details | Information |
|---|---|
| Company | Genpact |
| Job Role | Service Desk Support Engineer |
| Location | Hyderabad, Telangana, India |
| Experience Displayed | 0–5 years in listing; detailed requirements specify 8+ years of IT experience |
| IT Service Desk Management | 5+ years required |
| Qualification | Any Graduate; bachelor’s degree preferred |
| Salary | Not disclosed |
| Industry | IT Services & Consulting |
| Employment Type | Full-Time, Permanent |
| ITIL Certification | ITIL Foundation strongly preferred |
About the Service Desk Support Engineer Role
The Service Desk Support Engineer role focuses on managing IT support operations and ensuring that users receive timely and effective technical assistance. The position involves service desk management, incident resolution, request fulfillment, troubleshooting, reporting, and coordination with IT teams and business stakeholders.
The selected professional will help maintain service quality, monitor service-level agreements (SLAs), improve support processes, and guide service desk agents. The role also involves managing user account provisioning and ensuring that incidents, changes, and problems are tracked appropriately.
Roles and Responsibilities
- Manage day-to-day service desk operations in line with ITIL best practices.
- Establish, monitor, and report service-level agreements for incident resolution and request fulfillment.
- Handle escalated technical issues and guide Level 1 and Level 2 support teams.
- Manage incoming requests through phone, email, and self-service portals.
- Oversee provisioning of Active Directory, email, instant messaging, and application accounts.
- Use ServiceNow to manage incidents, changes, and problems.
- Monitor service desk performance and prepare weekly or monthly KPI reports.
- Analyse ticket trends and identify opportunities to improve service quality.
- Train, coach, and mentor service desk agents.
- Maintain knowledge-base documentation and troubleshooting procedures.
- Communicate outages and emergency activities to stakeholders.
- Coordinate with IT teams, business stakeholders, and vendors when required.
Required Skills for Genpact Service Desk Support Engineer
| Skill | Description |
|---|---|
| Service Desk Management | Managing IT support teams, ticket queues, and service delivery. |
| ITIL | Understanding incident, problem, and service request management practices. |
| ServiceNow | Managing incidents, changes, problems, and service requests through a ticketing platform. |
| Windows Server | Experience with Windows Server 2008 R2/2012 R2, as specified in the listing. |
| Office 365 | Supporting Microsoft Office 365 applications and user issues. |
| Active Directory | Managing user accounts, access, and account provisioning. |
| Networking and VPN | Troubleshooting network connectivity, VPN access, and related issues. |
| Desktop Support | Troubleshooting desktop hardware, operating systems, software, and printers. |
| Endpoint Security | Familiarity with antivirus, encryption, data loss prevention, and virtual desktops. |
| Reporting and KPIs | Preparing service desk performance reports and monitoring SLA metrics. |
| Team Leadership | Coaching agents, managing performance, and improving customer service. |
| Communication | Communicating clearly with users, IT teams, and business stakeholders. |
Eligibility Criteria
Candidates interested in this Genpact IT support job should note the following requirements:
- A total of 8+ years of IT experience.
- At least 5 years of experience managing an IT service desk team.
- Advanced technical support and troubleshooting knowledge.
- Experience with ServiceNow or similar IT service management tools.
- Strong customer service and communication skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Good analytical, problem-solving, and active-listening skills.
- Ability to handle confidential information responsibly.
- A bachelor’s degree is preferred.
- ITIL Foundation certification is strongly preferred.
Important: The listing headline displays 0–5 years of experience, but the detailed requirements state 8+ years of IT experience and 5+ years of service desk management. Candidates should verify the actual experience criteria in the original listing before applying.
How to Apply for Genpact Jobs in Hyderabad
- Visit the original recruitment listing where this vacancy was advertised.
- Search for the exact title, “Service Desk Support Engineer.”
- Review the current requirements, location, and experience criteria.
- Prepare an updated resume highlighting ITIL, ServiceNow, Active Directory, Windows troubleshooting, SLA management, and team leadership experience.
- Submit your application through the available verified application link.
Application link: JOB LINK
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Frequently Asked Questions
1. Is this Genpact job suitable for freshers?
The listing headline displays 0–5 years, but the detailed requirements specify 8+ years of IT experience and 5+ years of service desk management. This discrepancy should be clarified before applying.
2. Where is the job located?
The position is listed in Hyderabad, Telangana, India.
3. What technical skills are required?
Key skills include ServiceNow, ITIL, Active Directory, Windows Server, Office 365, VPN, networking, desktop support, and endpoint security.
4. Is an ITIL certification mandatory?
The supplied description says ITIL Foundation certification is strongly preferred.
5. What is the salary for this position?
The salary is not disclosed in the supplied job listing.
Conclusion
This Cognizant Fraud and Risk Investigation walk-in opportunity may suit experienced professionals looking for fraud analyst jobs, SQL jobs, risk investigation jobs, and financial crime investigation roles in Hyderabad. Verify the recruitment details with the listed contacts before attending.
Disclaimer: This article is based on the vacancy details provided and is not an official Cognizant announcement. Confirm the opening and interview arrangements with the employer or recruiter before travelling.
