Consultant Service Desk Analyst, IT Support

12 hours ago

Montréal, Canada Genpact Full time

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._

**_ _**
- Responsibilities_
- Service Desk Analysts must perform multiple functions effectively and simultaneously. Duties of Service Desk Analysts may vary, but core responsibilities include the following:_
- _Manage Support Requests_
- _Resolve Technical Issues_
- Service Desk Analysts must resolve technical issues. In some organizations, they resolve these issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation so that they can better understand their systems._
- _Accelerate Complex Cases_
- Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively._
- _Manage Service Documentation_
- Service Desk Analysts must maintain comprehensive records of issues relating to both software and hardware._
- Qualifications we seek in you_
- Minimum Qualifications_
- _Bachelor’s degree_
- _Basic understanding of IT infrastructure and Troubleshooting_

**_ _**
- Preferred Qualifications/ Skills_
- Service desk analysts neutralize direct customer issues by support with technical knowledge to fix software and hardware problems. Along with the below skills:_
- _Technical expertise - as they regularly play a direct role in fixing a client’s problems, service technicians need excellent technical and system expertise._
- _Problem-resolving abilities - service desk analysts are mainly problem-solvers, so they should be able to devise technical and original solutions to user problems._
- _Communication - operational message is key in this role since service desk analysts required to collect data about issues, prepare comprehensive notes and reports, and walk users through the stages they can take to fix software and hardware problems._
- _Time administration - service desk analysts require excellent time management aids and should be able to set priorities when covering multiple issues._
- _Team partnership - service desk analysts routinely work with other IT personnel to resolve user issues, so they need to collaborate with team members and coworkers._

**_ _**

**_ _**

**_
Job_**_Consultant_

**_ Primary Location_**_CA-Montreal_

**_ Schedule_**_Full-time_

**_ Education Level_**_Bachelor's / Graduation / Equivalent_

**_ Job Posting_**_Jan 22, 2025, 8:19:51 AM_

**_ Unposting Date_**_Ongoing_
- Master Skills List_Consulting_
- Job Category_Full Time_

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