Be the one building AI-powered experiences where they matter most.

At Genesys, we help organizations create better customer experiences through AI-powered experience orchestration. Our platform connects people, systems, data and AI to help organizations deliver more personalized service, improve operational efficiency and build stronger customer relationships.

Help build, support and operate technology used by more than 8,000 organizations in over 100 countries – moving AI from possibility to production in real-world enterprise environments every day.

Role Summary:
Genesys is seeking a highly motivated IT Services Specialist to join the Global Service Desk (GSD) team in Chennai. This role is responsible for delivering 24/7 technical support to employees worldwide, leveraging a hybrid model that combines human expertise with AI-driven support capabilities.
As the first point of contact for IT-related issues, you will deliver timely and effective resolutions while working alongside AI-powered tools, customer self-service solutions, live chat, and digital support platforms.



You will play a key role in driving a up-to-date, AI-first support experience, enhancing resolution time, quality, and overall end-user satisfaction.
Key Responsibilities:
Provide 24/7 support coverage (shift-based) for global end users via phone, live chat, self-service portals, and digital support platforms, email, and ticketing systems.
Diagnose and resolve hardware, software, network, and access-related issues.
Support and promote customer self-service solutions, enabling users to resolve common issues independently.
Leverage AI-powered virtual agents and automation tools to handle user queries and improve resolution efficiency.
Monitor and validate AI-generated responses and recommendations, ensuring accuracy and user satisfaction.
Identify opportunities to automate repetitive tasks and enhance digital support experiences.
Manage and track incidents and service requests using ITSM tools (Service

📌 IT Service Desk Specialist (Chennai)
🏢 Genesys
📍 Chennai