Are you looking for a career that combines technology, customer support, and problem-solving? Then this IT Service Desk Job at Genpact could be the right opportunity for you. Genpact is a global leader in AI-driven services, delivering innovative solutions to transform businesses across industries. With this role, you can build a strong foundation in IT operations, service desk management, and customer service excellence.
About Genpact
Genpact (NYSE: G) is an advanced technology services and solutions company with over 140,000 employees worldwide. The company focuses on AI-first transformation, operational excellence, and innovation across industries like healthcare, finance, retail, and manufacturing. Joining Genpact means being part of a team that is building tomorrow with cutting-edge AI and digital solutions.
Role Overview – Process Associate (Workplace Services Service Desk)
This IT Service Desk Job is for candidates who are passionate about providing end-to-end IT support, managing service desk operations, and ensuring a smooth digital experience for business users. As a Process Associate, you will be the first point of contact for IT-related issues, incidents, and service requests.
You’ll play a critical role in monitoring service desk tickets, handling escalations, and ensuring SLAs are met, all while delivering exceptional customer service.
Key Responsibilities
✔ Lead and mentor a team of service desk analysts to ensure top performance.
✔ Manage incidents and requests, ensuring timely resolution within SLAs.
✔ Monitor service desk queues, track tickets, and escalate issues as needed.
✔ Provide outstanding customer support with clear and professional communication.
✔ Ensure adherence to ITIL best practices for IT service management.
✔ Prepare reports on productivity, SLA compliance, and customer satisfaction.
✔ Collaborate with cross-functional IT teams like Network, Infrastructure, and Development.
✔ Keep documentation, ticketing systems, and knowledge base updated for efficiency.
Skills & Qualifications
To excel in this IT Service Desk Job, candidates should have:
- A Bachelor’s degree in Computer Science or equivalent qualification.
- Relevant experience in Knowledge Management or Team Management.
- Strong communication skills in English (both written and spoken).
- Ability to adapt to ITIL processes and customer service standards.
- Problem-solving mindset with attention to detail.
- Willingness to learn and flexibility in adapting to changing technologies.
Why Join Genpact?
Choosing Genpact for your IT Service Desk Job opens doors to exciting career growth and industry exposure. Here’s what you can expect:
- 🚀 AI-driven environment – Work on next-generation digital solutions.
- 🌍 Global exposure – Collaborate with enterprises worldwide.
- 📈 Career growth – Mentorship, certifications, and world-class training.
- 💡 Innovation-first culture – Freedom to bring new ideas and solutions.
- 🤝 Values-driven workplace – Diversity, inclusion, and ethical AI practices.
Job Details – Quick Overview
Here’s a summarized view of this IT Service Desk Job at Genpact:
| Category | Details |
|---|---|
| Job Role | Process Associate – Workplace Services (Service Desk) |
| Company | Genpact |
| Job Location | Hyderabad, India |
| Job Type | Full-time |
| Education | Bachelor’s Degree / Graduation / Equivalent |
| Experience | Relevant knowledge in IT / Service Desk |
| Skills Required | ITIL, Incident Management, Customer Service, Team Leadership, Knowledge Management |
| Posting Date | September 22, 2025 |
| Category | Consulting / IT Operations |
Who Should Apply?
This role is ideal for candidates who are looking to start or grow their careers in IT operations. If you’re someone who enjoys solving problems, leading teams, and ensuring seamless IT support, this IT Service Desk Job at Genpact is a perfect match.
Final Thoughts
An IT Service Desk Job at Genpact is more than just a role—it’s an opportunity to build your career in the ever-evolving tech industry. With a focus on AI, customer service, and ITIL best practices, this position offers both stability and growth.
If you’re ready to make an impact in IT operations while growing in a global organization, this is your chance to apply.
✨ Wishing all aspiring candidates the very best in their journey toward this opportunity!
