Lead Consultant, Deskside SD Engineer

Genpact LTD•New York, NY

29d•$55,000 - $68,500

About The Position

Ready to build the future with AI? At Genpact, we don't just keep up with technology-we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges. If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment. Genpact (NYSE: G) is anâ¯advanced technology services and solutions company that deliversâ¯lastingâ¯value for leading enterprisesâ¯globally.â¯Through ourâ¯deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead.â¯Powered by curiosity, courage, and innovation,â¯our teamsâ¯implementâ¯data, technology, and AIâ¯toâ¯create tomorrow, today.â¯Get to know us atâ¯genpact.comâ¯and onâ¯LinkedIn,â¯X,â¯YouTube, andâ¯Facebook. Inviting applications for the role of Lead Consultant, Deskside SD Engineer The purpose of this job is to provide all aspects of Desktop Support Analyst for the IT Production Services (ITS) Service Desk.

Requirements

Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream.
A degree in Computer Science, IT, Systems Engineering or a related qualification.
Provide level II desktop support via phone/chat/deskside for all employees/consultants/interns on standard desktop hardware, software and peripherals, telephony and mobility solutions.
Interpret, analyze, research and resolve complex-to-moderately complex incidents.
Process assigned support requests within established service level.
Update and maintain incidents in the service management system, ensuring a complete and detailed history for each incident and small-scale change request.
Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution.
Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution.
Compliance with all ITS policies and processes.
Compliance with established asset management recording procedures.
Engage ITS Desktop Support Lead as necessary to solve incidents and escalate customer grievances.
Perform steps to onboard and offboard employees/consultants/interns.
Use Active Directory to maintain user network accounts.
Use Exchange Console to maintain user email accounts.
Engage with telephony vendor to assign and maintain landline and mobile phone numbers.
Update CMDB - Record all the asset transactions for Laptop/Desktop/Mobile Phones in CMDB and maintain the accuracy
Participate in the maintenance of the support knowledge base and knowledge documents.
Engage in project-related work appropriate for technical knowledge and competency.
Update incidents and service requests in the service management system, ensuring a complete and detailed history for each incident and small-scale change request.
Follow established standards for identity management.
Promote, adhere to, and enhance the ITS processes, procedures and IT standards ensuring highest quality and with the highest level of efficiency and customer satisfaction.
Establish and maintain effective partnerships with users, business lines, IT infrastructure, application development and support groups, and external vendors.
Demonstrate care with follow-up and follow-through on reported incidents and establishing rapport in all interactions.
Take personal ownership and pride in acting on issues and in following through on commitments to completion.
Achieve outcomes with available resources and within set time frames with little or no direct supervision.
Seeks to be proactive in identifying and eradicating technical problems before productivity loss.
Build and develop positive relationships.
Conduct formal and informal customer training and develop technical orientation and new analyst training materials, as needed.
Identify and recommend process improvement initiatives to ITS Desktop Support Lead.
Consistently apply customer service best practices to ensure customer satisfaction.
Consistently promote, adhere to, and support the standards of IT.
Providing level I/level II technical support in an enterprise IT Service Desk/help desk environment.
Desktop operating systems (Windows and Mac)
Desktop / tablet / mobile device patching and reconciliation
Cisco telephony and Unified Communications (deskphones, voicemail, Jabber)
Skype for Business
iOS and Android mobile devices
Microsoft Office 2016
Active Directory
Exchange Console
Pulse VPN
ServiceNow for Incident, Knowledge, Problem, CMDB
Excellent verbal and written communication skills
Excellent customer service skills
Professional presentation
Telephone etiquette
Strong problem solving and decision-making skills
Strong attention to detail
Time management
Ability to build and develop positive client relationships.
Ability to effectively convey complex information to all audiences.
Ability to multitask while meeting time constraints and maintaining quality.
Ability to maintain composure and diffuse difficult situations.
Ability to work independently with minimal supervision.
Ability to work as part of a team environment.
High level of enthusiasm, motivation, initiative, sense of urgency and personal integrity.
Ability and willingness to work a flexible schedule.
Ability to lift and carry 40 lbs. without difficulty or injury.

Responsibilities

Provide level II desktop support to business users on standard desktop hardware, software, and peripherals, telephony and mobility solutions (Workspace one - WSO)
Oracle Requisitions: Should be capable of placing, tracking of orders in Oracle, Oracle knowledge is must. Has to follow-up with vendors regarding orders. Knowledge of vendor management is must as the candidate will be working closely with the procurement team.
Interpret, analyze, research and resolve complex-to-moderately complex incidents.
Work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions (Be a solution provider, not just a ticket closer).
Perform steps to onboard and offboard employees/consultants/interns.
Configure and deploy standard desktop hardware, software and peripherals, telephony and mobility solutions.
Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution.
Consistently apply customer service best practices to ensure customer satisfaction.
Accurately and thoroughly document all incidents in the service management system.
Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution.
Comply with all ITS and IT Infrastructure policies and processes.
Achieve outcomes with available resources and within set time frames with little or no direct supervision.
Own activities around reducing number of repeated incidents while working with respective teams.
Build and develop positive relationships.
Engage in project-related work appropriate for technical knowledge and competency.
Consistently promote, adhere to, and support the standards of ITS.