Process Associate

Full time at Genpact in Online
Posted on December 17, 2024
Job details

Process Associate - LIF019279 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 [ Process Associate ], [Customer Care – IT Service Desk ]! In this role, you will be responsible in handling and assisting the business Customers. You are expected to support the users about their basic IT requirements like Password reset, account unlock, Outlook, VPN, peripheral issues, Service Now and other business applications. Task and Responsibilities
Provide 24X7 Service Desk Support in English language
Contact channels through which end users can request for support is email, phone, mobile app, chat (including virtual assistance ) & self service
Provide incident & request management as per the IT Infrastructure Library (ITIL) framework.
Service Provider shall staff a single point of contact for internal the end users, through a US, central telephone number capable of routing callers to the appropriate Service Provider Personnel in the most efficient manner practicable .
Recording incidents and service request in an the owned, managed and licensed ticketing system which is ServiceNow.
Performing call prioritization and regularly (as directed by The and upon any subsequent request from an end user) informing end users of ticket status.
Monitoring queues for incidents or service requests that require resolution.
Providing end users with a ticket reference number associated with such issue until such end users agree such ticket is resolved.
If needed, transferring the ticket per The -approved escalation criteria and procedures to another Service Provider support group (e.g., IT Systems support) or another third party (if allowed pursuant to The -approved procedures).
If unresolved within The -specified and approved timeframe , transferring tickets to a higher level of support (e.g., level 2).
On receipt of a support request, a ticket is raised in ServiceNow and triaged by the support agent. The agent will attempt to troubleshoot the issue following SOPs, if required over a Bomgar remote session. They will invite L2/L3 support in the same session to get the issue resolved, as needed.
Performing first call troubleshooting and resolution (“FCR”) of incidents, including password resets, e-mail, office productivity tools, logon issues, printing, Wi-Fi issues, mobile devices, custom applications (including complying with the provided scripts) and other first call resolution issues
Maintaining single point of accountability for the resolution of the incident even if support is performed by a third party.
Defining a methodology for interfacing with the level 2 and 3 support teams or external teams required to resolve an issue or provide a workaround
Ensuring Service Desk personnel possess the appropriate skills and qualifications to provide technical Service Desk Services, including effective oral and written communication skills and a customer-focused attitude (i.e., correct, polite, helpful, understanding, clear and understandable language speaking, listening and writing skills).
Ensuring Service Desk Service Provider Personnel have adequate training and documentation to stay current on new products, Services, Equipment, Software, and technologies used by The .
Qualifications we seek in you! Minimum Qualifications • High School Graduate • IT service desk experience in a Technical Troubleshooting function or the equivalent. Preferred Qualifications/ Skills • Strong attention to details. • Technical background is required . • Logical thinker. • Hardware and Networking Support experience is preferred. • Technical background is required . • Ability do deal with difficult callers.
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		'currency' => 'SGD',
		'currency_name' => 'Singapore Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Singapore',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'qatar' => array(
		'name' => 'Qatar',
		'country_id' => '178',
		'country_code' => 'qa',
		'slug' => 'qatar',
		'global_location_id' => '176',
		'rel_gloc_ids' => '176,252',
		'currency' => 'QAR',
		'currency_name' => 'Qatar Rial',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Qatar',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'pakistan' => array(
		'name' => 'Pakistan',
		'country_id' => '169',
		'country_code' => 'pk',
		'slug' => 'pakistan',
		'global_location_id' => '164',
		'rel_gloc_ids' => '164,979,1052,1053,1054,1055,1056,1057,1058,1059,1060,1061,1062,1063,1064,1065,1066,1067,1068,1069,1070,1071',
		'currency' => 'PKR',
		'currency_name' => 'Pakistani rupee',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Karachi',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'kuwait' => array(
		'name' => 'Kuwait',
		'country_id' => '116',
		'country_code' => 'kw',
		'slug' => 'kuwait',
		'global_location_id' => '116',
		'rel_gloc_ids' => '116,276,277,278,279,280,281',
		'currency' => 'KWD',
		'currency_name' => 'Kuwait Dinar',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Kuwait',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'oman' => array(
		'name' => 'Oman',
		'country_id' => '163',
		'country_code' => 'om',
		'slug' => 'oman',
		'global_location_id' => '163',
		'rel_gloc_ids' => '163,282,283,284,285,286,287,288,289,290,291',
		'currency' => 'OMR',
		'currency_name' => 'Oman Rial',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Muscat',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'jordan' => array(
		'name' => 'Jordan',
		'country_id' => '106',
		'country_code' => 'jo',
		'slug' => 'jordan',
		'global_location_id' => '110',
		'rel_gloc_ids' => '110,958,959,1101,1247,1246,1245,1244,1243,1242,1241,1240,1239',
		'currency' => 'JOD',
		'currency_name' => 'Jordanian Dinar',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Amman',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'philippines' => array(
		'name' => 'Philippines',
		'country_id' => '168',
		'country_code' => 'ph',
		'slug' => 'philippines',
		'global_location_id' => '171',
		'rel_gloc_ids' => '171,482,483,484,485,486,487,488,489,490,491,492,493,494,495,496,497,1262',
		'currency' => 'PHP',
		'currency_name' => 'Philippine Peso',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Manila',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'bahrain' => array(
		'name' => 'Bahrain',
		'country_id' => '23',
		'country_code' => 'bh',
		'slug' => 'bahrain',
		'global_location_id' => '17',
		'rel_gloc_ids' => '17,292,293,294,295,314,297,298,299,300,301,302,303,304,1276,1277',
		'currency' => 'BHD',
		'currency_name' => 'Bahrain Dinar',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Bahrain',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'sri-lanka' => array(
		'name' => 'Sri Lanka',
		'country_id' => '123',
		'country_code' => 'lk',
		'slug' => 'sri-lanka',
		'global_location_id' => '200',
		'rel_gloc_ids' => '200,1047,1048,1049,1084,1085,1086',
		'currency' => 'LKR',
		'currency_name' => 'Sri Lankan rupee',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Colombo',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'united-kingdom' => array(
		'name' => 'United Kingdom',
		'country_id' => '74',
		'country_code' => 'gb',
		'slug' => 'united-kingdom',
		'global_location_id' => '226',
		'rel_gloc_ids' => '226,1035,1036,1037,1038,1039,1040,1041,1042,1043,1044,1045,1046,1050,1259,1260,1261,1267',
		'currency' => 'GBP',
		'currency_name' => 'British Pound',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/London',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'malaysia' => array(
		'name' => 'Malaysia',
		'country_id' => '149',
		'country_code' => 'my',
		'slug' => 'malaysia',
		'global_location_id' => '131',
		'rel_gloc_ids' => '131,131,980,1051',
		'currency' => 'MYR',
		'currency_name' => 'Ringgit',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Kuala_Lumpur',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'nepal' => array(
		'name' => 'Nepal',
		'country_id' => '159',
		'country_code' => 'np',
		'slug' => 'nepal',
		'global_location_id' => '151',
		'rel_gloc_ids' => '151,981,1096,1097,1098',
		'currency' => 'NPR',
		'currency_name' => 'Nepalese Rupee',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Kathmandu',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'nigeria' => array(
		'name' => 'Nigeria',
		'country_id' => '155',
		'country_code' => 'ng',
		'slug' => 'nigeria',
		'global_location_id' => '158',
		'rel_gloc_ids' => '158,995,996,997,1095',
		'currency' => 'NGN',
		'currency_name' => 'Nigerian Naira',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Africa/Lagos ',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'newzealand' => array(
		'name' => 'New Zealand',
		'country_id' => '162',
		'country_code' => 'nz',
		'slug' => 'newzealand',
		'global_location_id' => '155',
		'rel_gloc_ids' => '155,998,999,1080,1081,1082,1083',
		'currency' => 'NZD',
		'currency_name' => 'New Zealand Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Pacific/Auckland',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'brasil' => array(
		'name' => 'Brasil',
		'country_id' => '29',
		'country_code' => 'br',
		'slug' => 'brasil',
		'global_location_id' => '30',
		'rel_gloc_ids' => '30,1000,1001,1002,1003,1004,1005,1006,1007,1008,1009,1010,1011,1012,1013',
		'currency' => 'BRL',
		'currency_name' => 'Brazilian Real',
		'languages' => 'pt',
		'default_language' => 'pt',
		'country_time_zone' => 'America/Sao_Paulo',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'portugal' => array(
		'name' => 'Portugal',
		'country_id' => '175',
		'country_code' => 'pt',
		'slug' => 'portugal',
		'global_location_id' => '174',
		'rel_gloc_ids' => '174,1014,1015,1087,1088,1089,1090',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'pt',
		'default_language' => 'pt',
		'country_time_zone' => 'Europe/Lisbon',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'canada' => array(
		'name' => 'Canada',
		'country_id' => '36',
		'country_code' => 'ca',
		'slug' => 'canada',
		'global_location_id' => '38',
		'rel_gloc_ids' => '38,1019,1020,1021,1022,1023,1024,1025',
		'currency' => 'CAD',
		'currency_name' => 'Canadian Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Canada/Saskatchewan',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'united-states' => array(
		'name' => 'United States',
		'country_id' => '221',
		'country_code' => 'us',
		'slug' => 'united-states',
		'global_location_id' => '227',
		'rel_gloc_ids' => '227,1314,1315,1316,1317,1318,1319,1320,1321,1322,1323,1324,1325,1326',
		'currency' => 'USD',
		'currency_name' => 'US Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'America/New_York',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'angola' => array(
		'name' => 'Angola',
		'country_id' => '9',
		'country_code' => 'ao',
		'slug' => 'angola',
		'global_location_id' => '6',
		'rel_gloc_ids' => '6,1016,1091,1092,1093,1094',
		'currency' => 'AOA',
		'currency_name' => 'Angolan Kwanza',
		'languages' => 'pt',
		'default_language' => 'pt',
		'country_time_zone' => 'Africa/Luanda',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'australia' => array(
		'name' => 'Australia',
		'country_id' => '14',
		'country_code' => 'au',
		'slug' => 'australia',
		'global_location_id' => '13',
		'rel_gloc_ids' => '13,1026,1027,1028,1029,1030',
		'currency' => 'AUD',
		'currency_name' => 'Australian Dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Australia/Melbourne',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'kenya' => array(
		'name' => 'Kenya',
		'country_id' => '108',
		'country_code' => 'ke',
		'slug' => 'kenya',
		'global_location_id' => '112',
		'rel_gloc_ids' => '112,1031,1032,1075,1076,1077,1078,1079',
		'currency' => 'KES',
		'currency_name' => 'Kenyan Shilling',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Africa/Nairobi',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'ghana' => array(
		'name' => 'Ghana',
		'country_id' => '78',
		'country_code' => 'gh',
		'slug' => 'ghana',
		'global_location_id' => '83',
		'rel_gloc_ids' => '83,1033,1034,1072,1073,1074',
		'currency' => 'GHS',
		'currency_name' => 'Ghanaian Cedi',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Africa/Accra',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'ireland' => array(
		'name' => 'Ireland',
		'country_id' => '98',
		'country_code' => 'ie',
		'slug' => 'ireland',
		'global_location_id' => '104',
		'rel_gloc_ids' => '104,104,387,388,389,390,391,392,393,394,395,396,397,398,399,400,401,402,403,404,405,406,407,408,409,410,411,412,413,414,415,416',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Dublin',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'vietnam' => array(
		'name' => 'Vietnam',
		'country_id' => '229',
		'country_code' => 'vn',
		'slug' => 'vietnam',
		'global_location_id' => '234',
		'rel_gloc_ids' => '234,1170,1171',
		'currency' => 'VND',
		'currency_name' => 'Vietnamese Dong',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Ho_Chi_Minh',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'cyprus' => array(
		'name' => 'Cyprus',
		'country_id' => '51',
		'country_code' => 'cy',
		'slug' => 'cyprus',
		'global_location_id' => '55',
		'rel_gloc_ids' => '55,1230,1231,1232,1233',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Nicosia',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'malta' => array(
		'name' => 'Malta',
		'country_id' => '144',
		'country_code' => 'mt',
		'slug' => 'malta',
		'global_location_id' => '134',
		'rel_gloc_ids' => '134,1255,1254,1253,1252,1251,1250,1249,1248',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Malta',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'maldives' => array(
		'name' => 'Maldives',
		'country_id' => '146',
		'country_code' => 'mv',
		'slug' => 'maldives',
		'global_location_id' => '132',
		'rel_gloc_ids' => '132,1172',
		'currency' => 'MVR',
		'currency_name' => 'Maldivian rufiyaa',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Indian/Maldives',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'turkey' => array(
		'name' => 'Turkey',
		'country_id' => '213',
		'country_code' => 'tr',
		'slug' => 'turkey',
		'global_location_id' => '219',
		'rel_gloc_ids' => '219,1173,1174,1175,1176',
		'currency' => 'TRY',
		'currency_name' => 'Turkish lira',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Istanbul',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'thailand' => array(
		'name' => 'Thailand',
		'country_id' => '206',
		'country_code' => 'th',
		'slug' => 'thailand',
		'global_location_id' => '213',
		'rel_gloc_ids' => '213,1177',
		'currency' => 'THB',
		'currency_name' => 'Baht',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Bangkok',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'hong-kong' => array(
		'name' => 'Hong Kong',
		'country_id' => '91',
		'country_code' => 'hk',
		'slug' => 'hong-kong',
		'global_location_id' => '97',
		'rel_gloc_ids' => '97',
		'currency' => 'HKD',
		'currency_name' => 'Hong Kong dollar',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Asia/Hong_Kong',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'germany' => array(
		'name' => 'Germany',
		'country_id' => '53',
		'country_code' => 'de',
		'slug' => 'germany',
		'global_location_id' => '82',
		'rel_gloc_ids' => '82,1178,1179,1180,1181,1182,1183,1184,1185,1186,1187',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Berlin',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'netherlands' => array(
		'name' => 'Netherlands',
		'country_id' => '157',
		'country_code' => 'nl',
		'slug' => 'netherlands',
		'global_location_id' => '152',
		'rel_gloc_ids' => '152,1188,1189,1190,1191,1192,1193',
		'currency' => 'EUR',
		'currency_name' => 'Euro',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Europe/Amsterdam',
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	),
	'japan' => array(
		'name' => 'Japan',
		'country_id' => '107',
		'country_code' => 'jp',
		'slug' => 'japan',
		'global_location_id' => '108',
		'rel_gloc_ids' => '108,1327,1328,1329,1330,1331,1332,1333,1334,1335,1336,1337',
		'currency' => 'YEN',
		'currency_name' => 'Japanese yen',
		'languages' => 'en',
		'default_language' => 'en',
		'country_time_zone' => 'Search Results
Web results

Asia/Tokyo',
		'job_location' => '1',
		'published' => '1',
		'show' => '1'
	),
	'global' => array(
		'name' => 'Global',
		'country_id' => (int) 251,
		'country_code' => 'on',
		'slug' => 'global',
		'global_location_id' => '275',
		'rel_gloc_ids' => '275',
		'currency' => 'USD',
		'currency_name' => 'US Dollar',
		'languages' => 'en,ar',
		'default_language' => 'en',
		'country_time_zone' => null,
		'job_location' => '0',
		'published' => '1',
		'show' => '1'
	)
)
$currentLocation = array(
	'name' => 'UAE',
	'country_id' => '2',
	'country_code' => 'ae',
	'slug' => 'uae',
	'global_location_id' => '225',
	'rel_gloc_ids' => '251,250,249,248,247,246,245,244,225',
	'currency' => 'AED',
	'currency_name' => 'UAE Dirham',
	'languages' => 'en,ar',
	'default_language' => 'en',
	'country_time_zone' => 'Asia/Dubai',
	'job_location' => '1',
	'published' => '1',
	'show' => '1'
)
$cityLists = array(
	(int) 0 => array(
		'name' => 'Dubai',
		'slug' => 'dubai'
	),
	(int) 1 => array(
		'name' => 'Abu Dhabi',
		'slug' => 'abu-dhabi'
	),
	(int) 2 => array(
		'name' => 'Ras al Khaimah',
		'slug' => 'ras-al-khaimah'
	),
	(int) 3 => array(
		'name' => 'Al Ain',
		'slug' => 'al-ain'
	),
	(int) 4 => array(
		'name' => 'Sharjah',
		'slug' => 'sharjah'
	),
	(int) 5 => array(
		'name' => 'Fujairah',
		'slug' => 'fujairah'
	),
	(int) 6 => array(
		'name' => 'Ajman',
		'slug' => 'ajman'
	),
	(int) 7 => array(
		'name' => 'Umm Al Quwain',
		'slug' => 'umm-al-quwain'
	)
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		'external_job_description' => '<p> Process Associate - LIF019279</p><p><p><p> 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. </p><p> Inviting  applications for the role of [ Process Associate ], [Customer Care  – IT Service Desk ]!</p><p> In this  role, you will be responsible in handling and  assisting  the  business Customers. You are expected to support  the  users  about  their basic IT requirements like Password reset, account unlock, Outlook,  VPN,&#160; peripheral  issues, Service Now and other business applications. </p><p> Task and  Responsibilities </p><p><ul><li><p> Provide 24X7 Service Desk Support in English language </p></li></ul><p><ul><li><p> Contact channels through which end users can request for support is email, phone, mobile app, chat (including virtual  assistance ) &amp; self service </p></li></ul><p><ul><li><p> Provide incident &amp; request management as per the IT Infrastructure Library (ITIL) framework. </p></li></ul><p><ul><li><p> Service Provider shall staff a single point of contact for internal  the  end users, through a US, central telephone number capable of routing callers to the  appropriate Service  Provider Personnel in the most efficient manner  practicable  . </p></li></ul><p><ul><li><p> Recording incidents and service  request  in an  the  owned,  managed  and licensed ticketing system which is ServiceNow. </p></li></ul><p><ul><li><p> Performing call prioritization and regularly (as directed by  The  and upon any  subsequent  request from an end user) informing end users of ticket status. </p></li></ul><p><ul><li><p> Monitoring queues for incidents or service requests that require resolution. </p></li></ul><p><ul><li><p> Providing end users with a ticket reference number associated with such issue until such end users agree such ticket is resolved. </p></li></ul><p><ul><li><p> If needed,  transferring  the ticket per  The -approved escalation criteria and procedures to another Service Provider support group (e.g., IT Systems support) or another third party (if allowed  pursuant to  The -approved procedures). </p></li></ul><p><ul><li><p> If unresolved within  The -specified and approved  timeframe  , transferring tickets to a higher level of support (e.g., level 2). </p></li></ul><p><ul><li><p> On receipt of a support request, a ticket is raised in ServiceNow and triaged by the support agent. The agent will  attempt  to troubleshoot the issue following SOPs, if  required  over a Bomgar remote session. They will invite L2/L3 support in the same session to get the issue resolved, as needed. </p></li></ul><p><ul><li><p> Performing first call troubleshooting and resolution (“FCR”) of incidents, including password resets, e-mail, office productivity tools, logon issues, printing, Wi-Fi issues, mobile devices, custom applications (including complying with  the  provided scripts) and other first call resolution issues </p></li></ul><p><ul><li><p> Maintaining single point of accountability for the resolution of the incident even if support is performed by a third party. </p></li></ul><p><ul><li><p> Defining  a methodology  for interfacing with  the  level 2 and 3 support teams or external teams  required  to resolve an issue or provide a workaround </p></li></ul><p><ul><li><p> Ensuring Service Desk personnel  possess  the  appropriate skills  and qualifications to provide technical Service Desk Services, including effective oral and written communication skills and a customer-focused attitude (i.e., correct, polite, helpful, understanding, clear and understandable language speaking,  listening  and writing skills). </p></li></ul><p><p><ul><li><p> Ensuring Service Desk Service Provider Personnel have adequate training and documentation to stay current on new products, Services, Equipment, Software, and technologies used by  The  . </p></li></ul><p> Qualifications we  seek  in you!</p><p> Minimum Qualifications </p><p>• High School Graduate • IT service desk experience in a Technical Troubleshooting function or the equivalent.&#160;</p><p> Preferred Qualifications/ Skills </p><p>• Strong attention to details. • Technical background is  required  .&#160;</p><p>• Logical thinker. • Hardware and Networking Support experience is preferred. </p><p>• Technical background is  required  . </p><p>• Ability  do  deal with difficult callers. </p>',
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Hiring company

Genpact

Genpact is a global business process management and services and IT corporation[1] with key offices in New York City, United States.[2] It's listed on the New York Stock Exchange under the symbol G.[3][4]In 2016, the company reported net revenues of US$2.57 billion with more than 77,000 employees in 20 countries.[5] Genpact provides consulting services to hundreds of clients, including approximately one-fifth of the Fortune Global 500.[6]
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