Lead Consultant - Service Desk & Site Support-ITO084457

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

We are inviting applications for the role of Lead Consultant - Service Desk & Site Support
In this role you will be responsible for managing the operation of the Service Desk. This role is crucial to ensuring customer requirements are met in terms of communication, prioritizing, escalating, and resolving incidents and requests. The Service Desk Team leader provides leadership and mentoring to the Service Desk Team and will drive a culture of continual process improvement within the Service Desk team and the wider IT Team

Responsibilities
• Lead and manage 24/7 Service Desk Operations, Site Support groups, ensuring high-quality service delivery, client satisfaction, and compliance with service level agreements (SLAs).
• Oversee a team responsible for Level 1 triage/troubleshooting and Level 2/3 escalation support in timely manner and provide effective resolution of IT incidents and service requests.
• Should have hands on experience in managing Site support teams and have working knowledge in- Installing and configuring computer hardware, software, peripherals, and networking equipment.
• Providing support to growing mobility platform (iOS, Android and windows-based platform).
• Providing support for Microsoft Office 365 / Windows 365 platforms (Office, Teams, SharePoint, OneDrive, etc.)
• Providing support for Mobile Device Management Platforms (Intune)
• Ensure effective escalation management and resolution to all field support issues working with cross-functional teams.

• Manage and track IT assets, including computers, peripherals, and other equipment
• Responsible for adherence of incident management and service request processes in Service desk to ensure efficient ticket resolution and service desk efficiency.
• Lead the Incident Management process to handle critical incidents, minimize impact, and restore services as quickly as possible.
• Lead the Problem Management & Change management process and ensure timely closure of PBI’s, Change requests. 
• Monitor agent ACD skills and adjust as needed throughout the day to ensure SLAs are being met.
• Responsible for handling escalations and respond in timely manner with detailed RCAs to stakeholders.
• Responsible for identifying process improvement opportunities and drive lean/Six Sigma projects. 
• Monitor and report on key performance indicators (KPIs) to evaluate the effectiveness of service desk operations, identify areas for improvement, and implement corrective actions as needed.
• Collaborate with cross-functional IT teams to ensure seamless Level 2/3 escalation and problem resolutions. 
• Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects.
• Provide leadership to service desk technicians, helpdesk personnel, and support staff, ensuring effective communication, training, and performance management.

Qualifications we seek in you!

Minimum Qualifications / Skills
• Graduate (Preferably in Computer Science, Information Systems, or related field)
• Strong understanding of IT infrastructure and technologies
• Understanding of Knowledge management framework

Preferred Qualifications/ Skills
• Excellent communications (verbal and written) & presentation skills.
• Knowledge of ITIL, incident, problem and change management. 
• Experience taking responsibility and ownership of stakeholders and projects.
• Hand on experience on AD, Office 365 & Service Now reporting.
• Experience in handling SD operations.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a starter kit, paying to apply, or purchasing equipment or training.