Helpdesk Support

- Provide end-user support – responding to chats as well as tickets entered into the IT Help Desk System.
- Open, resolve and close tickets in the IT Help Desk System.
- Escalate issues to other IT groups as appropriate.
- Assist users with use of desktop operating systems and application software including, but not limited to, and subject to change:
- Desktop O/S – Windows / MacOS
- Microsoft Office (Outlook, Word, Excel, PowerPoint)
- Messaging support
- Mobile Device support
- Software specific to
- Workstation virus protection
- Remote Desktop
- Spyware removal utilities
- Remote access support (VPN, VPN for RDP and RDS).
- Active Directory user and device administration.
- Workday connectivity and navigation, and name change support.
- Teleconference support, Teams and Zoom.
- Provide quotes to obtain approval for computer equipment purchases.
- Desktop, laptop and printer hardware support.
- Current workstation configurations and setup.
- Peripheral Support including the following:
- Local and network printers




- Mobile device configuration & support
- Limited server and network/router troubleshooting/support.

Required Skills:

- Excellent troubleshooting and analytical skills
- Excellent communication (phone and in person) skills to effectively support end-users.
- Must have a ‘can do’ positive attitude.
- Must be able to fluently communicate in English (both verbal and written communication)
- Proficient with Windows desktop/laptop operating systems.
- Proficient with configurations and setup of PC’s, printers and Mobile devices.
- Working knowledge of Windows network operating system and Active Directory and Azure/Entra.
- Knowledge of MS Office (i.e., Outlook, Word, Excel, PowerPoint, Teams).
- Experience with Help Desk software.
- Ability to work independently.

Education:

- High School Diploma required
- College Diploma (or equivalent experience)
- Continuing education in technology-related courses a plus

📌 Service Desk Analyst (Mumbai)
🏢 Genpact
📍 Mumbai