Ready to shape the future of work At Genpact we don t just adapt to change we drive it 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 tech-driven environment love solving real-world problems and want to be part of a team that s shaping the future 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 Technical Associate - Service Desk We are seeking an experienced Service Desk who is a first point of contact for IT-related incidents and service requests The role focuses on providing timely customer-focused technical support while adhering to ITIL best practices The analyst is responsible for logging categorizing prioritizing and resolving basic incidents as well as escalating complex issues to higher-level support teams Responsibilities Act as the first point of contact for all IT incidents and service requests via phone email chat or ticketing system Log categorize prioritize and track incidents and requests in accordance with ITIL processes Provide first-line technical support for hardware software network and application issues Resolve common issues at first contact using documented procedures and knowledge base articles Escalate unresolved incidents to L2 L3 support teams with explicit documentation and troubleshooting details Monitor ticket queues to ensure SLA compliance and timely resolution Communicate effectively with users providing regular updates on ticket status Perform basic user administration tasks e g password resets account unlocks access requests Follow incident request problem and change management processes Contribute to the maintenance and improvement of knowledge base articles Identify recurring issues and recommend process improvements Qualifications we seek in you Technical Process Skills Prior experience in a service desk or IT support role Basic understanding of ITIL framework and service management principles Familiarity with ticketing systems ServiceNow preferred Knowledge of Windows macOS operating systems and common business applications Basic networking concepts LAN WAN VPN DNS Strong customer service and communication skills Ability to work in a fast-paced shift-based environment Preferred Qualifications Skills ITIL Foundation certification or willingness to obtain Experience supporting Microsoft 365 Active Directory and endpoint devices Prior experience in a call center or customer-facing support role Why join Genpact Be a transformation leader - Work at the cutting edge of AI automation and digital innovation Make an impact - Drive change for global enterprises and solve business challenges that matter Accelerate your career - Get hands-on experience mentorship and continuous learning opportunities Work with the best - Join 140 000 bold thinkers and problem-solvers who push boundaries every day 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 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 dynamic 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 JobTechnical Associate Primary LocationIndia-Hyderabad ScheduleFull-time Education LevelBachelor s Graduation Equivalent Job PostingJan 27 2026 10 03 17 AM Unposting DateOngoing Master Skills ListConsulting Job CategoryFull Time