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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Recent 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