Ready to build the future with AI At Genpact we don t just keep up with technology we set the pace AI and digital innovation are redefining industries and we re leading the charge Genpact s AI Gigafactory our industry-first accelerator is an example of how we re scaling advanced technology solutions to help global enterprises work smarter grow faster and transform at scale From large-scale models to 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 advanced technology services and solutions company that delivers lasting value for leading enterprises globally Through our deep business knowledge operational excellence and cutting-edge solutions - we help companies across industries get ahead and stay ahead Powered by curiosity courage and innovation our teams implement data technology and AI to create tomorrow today Get to know us at genpact com and on LinkedIn X YouTube and Facebook Inviting applications for the role of Process Associate - Workplace Services Service DeskResponsibilities Team Leadership o Lead and manage a team of service desk analysts ensuring high performance accountability and quality of work o Provide coaching mentoring and professional development to team members o Ensure the team is adequately trained on technical skills service desk processes and customer service standards o Conduct regular performance evaluations and provide feedback to team members Incident Request Management o Oversee the incident and request management process ensuring that issues are prioritized and resolved within agreed service level agreements SLAs o Manage escalated incidents and service requests that require higher-level intervention coordinating with other technical teams as necessary o Monitor ticket queues and ensure tickets are handled and resolved within specified timeframes SLA Performance Monitoring o Ensure that the team meets or exceeds established SLAs and key performance indicators KPIs o Track team performance metrics e g ticket resolution time first-call resolution customer satisfaction and provide reports to the Service Desk Manager o Implement and enforce standard operating procedures SOPs to improve efficiency and quality Operational Efficiency o Identify areas of improvement within the team s workflows and suggest improvements or process optimizations o Handle escalations effectively ensuring timely resolution of issues to meet business needs o Ensure adherence to ITIL best practices for incident problem change and service request management Customer Focus o Provide excellent customer service ensuring users have a positive experience when interacting with the service desk team o Ensure clear professional and timely communication with end-users regarding issue resolution and status updates o Conduct follow-ups with users to ensure issue resolution satisfaction and gather feedback for continuous improvement Reporting Documentation o Maintain accurate records of incidents service requests and actions taken within the ticketing system o Prepare and deliver reports on essential metrics like Productivity FCR Re-assignment score Call abandon rate Response Resolution SLA and Team performance o Ensure knowledge base articles are up-to-date and relevant assisting the team in resolving issues efficiently Collaboration Stakeholder Management o Act as a liaison between the service desk and other IT teams e g Network Infrastructure Development to resolve complex issues o Engage with key stakeholders to understand business requirements and ensure alignment between IT services and business needs Qualifications Minimum qualifications College diploma or university degree in the field of computer science Relevant work experience in Knowledge Management and Team Management Preferred qualifications Strong communicator - English in spoken and written form Why join Genpact Lead AI-first transformation - Build and scale AI solutions that redefine industries Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career Gain hands-on experience world-class training mentorship and AI certifications to advance your skills Grow with the best - Learn from top engineers data scientists and AI experts in a dynamic fast-moving workplace Committed to ethical AI - Work in an environment where governance transparency and security are at the core of everything we build 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 energetic 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 JobProcess Associate Primary LocationIndia-Hyderabad ScheduleFull-time Education LevelBachelor s Graduation Equivalent Job PostingSep 22 2025 12 39 31 PM Unposting DateOct 22 2025 1 29 00 PM Master Skills ListConsulting Job CategoryFull Time

📌 Process Associate – Workplace Services Service Desk (Telangana)
🏢 Genpact
📍 Telangana