Genpact Recruitment 2025: Apply online for Genpact Recruitment 2025! Exciting opportunity for freshers and graduates to join as Process Associate – Service Desk. Check eligibility, salary, and application link for Genpact careers. Don’t miss this MNC job opening in 2025.
🔍 About Genpact:
Genpact (NYSE: G) is a global professional services firm that makes business transformation real. We drive digital-led innovation and digitally-enabled intelligent operations for our clients, guided by our experience running thousands of processes for hundreds of Global Fortune 500 companies. We think with design, dream in digital, and solve problems with data and analytics. We obsess over operations and focus on the details – all 78,000+ of us. From New York to New Delhi and more than 20 countries in between, Genpact has the end-to-end expertise to connect every dot, reimagine every process, and reinvent companies’ ways of working.
💼 Job Role: Process Associate – Service Desk
Location: Hyderabad
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📝 Job Description:
- Team Leadership:
- Lead and manage a team of service desk analysts, ensuring high performance, accountability, and quality of work.
- Provide coaching, mentoring, and professional development to team members.
- Ensure the team is adequately trained on technical skills, service desk processes, and customer service standards.
- Conduct regular performance evaluations and provide feedback to team members.
- Incident & Request Management:
- Oversee the incident and request management process, ensuring that issues are prioritized and resolved within agreed service level agreements (SLAs).
- Manage escalated incidents and service requests that require higher-level intervention, coordinating with other technical teams as necessary.
- Monitor ticket queues and ensure tickets are handled and resolved within specified timeframes.
- SLA & Performance Monitoring:
- Ensure that the team meets or exceeds established SLAs and key performance indicators (KPIs).
- Track team performance metrics (e.g., ticket resolution time, first-call resolution, customer satisfaction) and provide reports to the Service Desk Manager.
- Implement and enforce standard operating procedures (SOPs) to improve efficiency and quality.
- Operational Efficiency:
- Identify areas of improvement within the team’s workflows and suggest improvements or process optimizations.
- Handle escalations effectively, ensuring timely resolution of issues to meet business needs.
- Ensure adherence to ITIL best practices for incident, problem, change, and service request management.
- Customer Focus:
- Provide excellent customer service, ensuring users have a positive experience when interacting with the service desk team.
- Ensure clear, professional, and timely communication with end-users regarding issue resolution and status updates.
- Conduct follow-ups with users to ensure issue resolution satisfaction and gather feedback for continuous improvement.
- Reporting & Documentation:
- Maintain accurate records of incidents, service requests, and actions taken within the ticketing system.
- Prepare and deliver reports on essential metrics like Productivity, FCR, Re-assignment score, Call abandon rate, Response & Resolution SLA and Team performance.
- Ensure knowledge base articles are up-to-date and relevant, assisting the team in resolving issues efficiently.
- Collaboration & Stakeholder Management:
- Act as a liaison between the service desk and other IT teams (e.g., Network, Infrastructure, Development) to resolve complex issues.
- Engage with key stakeholders to understand business requirements and ensure alignment between IT services and business needs.
Requirements:
- A college diploma or university degree in the field of computer science.
- Relevant work experience in Knowledge Management and Team Management.
Preferred qualifications:
- Strong communicator – English in spoken and written form.
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📌 Eligibility Criteria
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Qualification: Bachelors Degree / Diploma
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Work Experience: Freshers / Experienced
✅ How to Apply for Genpact Recruitment 2025?
Interested candidates can apply online by clicking the application link below: