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




- Local and network printersn
- Mobile device configuration & supportn
- Limited server and network/router troubleshooting/support.n

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

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nEducation:
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- High School Diploma requiredn
- College Diploma (or

📌 Service Desk Analyst (Mumbai)
🏢 Genpact
📍 Mumbai