Lead Consultant - Service Desk

Genpact•Atlanta, GA

1d•$80,000 - $100,000

About The Position

At Genpact, AI and digital innovation are redefining industries, and the company is leading the charge with its AI Gigafactory. Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through deep business knowledge, operational excellence, and cutting-edge solutions, Genpact helps companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, their teams implement data, technology, and AI to create tomorrow, today. This role is for a Lead Consultant - Service Desk, focusing on building and deploying cutting-edge AI solutions and pushing the boundaries of what’s possible in a fast-moving, innovation-driven environment.

Requirements

Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
Strong domain knowledge and technical orientation.
Knowledge of OS, MDM and Office Issues.

Nice To Haves

Customer Service and Problem-Solving attitude.
Good communications skills in English.
Should be able to deliver on tight timelines.

Responsibilities

Handle the issues/request reported through various ticketing tool within agreed SLA’s
Should handle Voice and Non-Voice tickets simultaneously.
Responsible for executive leadership and Board members IT support.
Advanced understanding of technology hardware, including desktop computers, laptops, tablets, printers, projectors, and scanners.
Troubleshoots and resolves minor wireless, network, switch, or printer issues; escalates major issues (wireless, network, etc.) to information technology (IT) infrastructure technical teams
Working knowledge of PC/LAN application software including Office 365 and Internet browsers (Internet Explorer, Chrome, Safari)
Set up and configure computer systems.
Troubleshooting issues related to MDM, OS, Standard Office Suite, and Browsers.
Second level support to Desktops, Laptops, Thin Clients, Printers, Scanners and Multi-Function Devices.
Trouble shooting issues related to business specific applications.
User provisioning of various business applications(ERP)
Support New Transitions, Ramp Up’s/Down’s, Business migrations/Site Consolidations Projects.
Support Infra Projects (Refresh/Upgradations/Migrations/New Technology Rollout)
Knowledge Management – Ensure the Knowledge Articles are used on all issues.
Provide Hands and Feet support to other IT Teams for any scheduled activities.
Install and configure computer hardware, operating systems, and applications.

Benefits

Lead AI-first transformation – Build and scale AI solutions that redefine industries
Make an impact – Drive change for global enterprises and solve business challenges that matter
Accelerate your career—Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

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