Roles and Responsibilities:

- Develop and Implement service desk and security fulfillment policies, process and procedures to support internal and external customers.

- Manage day to day activities of our service desk and direct the team according to the ITIL best practices.

- Establish, meet and report the agreed Service Levels (SLA) of incident resolution and request fulfillment.

- Continually improve the service desk delivery processes and constantly achieve higher service quality.

- Guide the team in resolving multi-level issues, developing our knowledge base, and providing a superior level of customer service.

- Ensure that communications to the key stakeholders are provided in a concise and timely manner.

- Manage the processing of incoming calls to the service desk via self-service portal, telephone and email to ensure timely, gracious and effective resolution of customer issues.

- Manage and process accounts provisioning requests through on-boarding of new employees AD accounts, Email Accounts, Instant Messenger accounts, and any applications specific accounts.

- Track and analyze trends in service desk requests and generate statistical reports to continuously improve our customer service experience.

- Manage the performance of level 1 and level 2 services & support to internal and external clients and ensure that service levels are achieved and customer expectations are met or exceeded.

- Responsible for ensuring staff are meeting and exceeding expectations in regards to performance, metrics/service levels and provide effective customer service.

- Train, coach and mentor service desk agents. Build and maintain the knowledge base and improve the same continuously.





- Generate and distribute the service desk metrics/KPIs to the key stakeholders on a weekly, monthly and as needed.

- Build and maintain a professional relationship with all the key business and IT stakeholders.

- Manage process for communicating outage/emergency activities to the organization. Manage vendor relationships as needed. Review survey feedback to improve services, tools and support experience.

Skills Requirements:

- Total of 8+ years of IT experience and 5+ years’ experience in managing an IT service desk team

- Advanced technical support and troubleshooting skills in the following technologies:

- Windows Server 2008 R2/2012 R2, Office 365

- Desktop Hardware, Software and Operating System (Windows 7 & 10)

- Active Directory, VPN and Network systems/protocols.

- Printers, Virtual Desktops and End Point Security products (Anti-Virus, Encryption and DLP)

- Experience of using Service Now ticketing tool for managing incidents, changes and problems

- Excellent communications skills, both verbal and written.

- Excellent customer service skills

- Advanced service desk reporting skills – Prior experience of reporting automation skills is a plus

- Organized and capable of multi-tasking in a quick paced environment

- Prior experience of working/managing a service desk.

- Strong ability to work with a wide variety of end user personalities, and adjust communication methods where required

- Active listening, analytical skills and Problem solving skills

- Must meet work deadlines, have regular attendance, high level of confidentiality, unquestionable ethics and integrity, good interpersonal skills, ability to work with a team, and ability to organize, and prioritize

- Bachelor's degree - Preferred

- ITIL Foundation certification – Strongly Preferred

📌 Service Desk Support Engineer (Hyderabad)
🏢 Genpact
📍 Hyderabad