Helpdesk Support

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

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

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- High School Diploma required
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- College Diploma (or equivalent experience)
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- Continuing education in technology-related courses a plus
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📌 Service Desk Analyst (Mumbai)
🏢 Genpact
📍 Mumbai