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Inviting applications for the role of Service Desk Analyst, IT Support

Location : Montreal, QC (Onsite)

Service Desk Analysts are IT professionals who provide technical help for users of an organization. Analysts respond to inquiries, and they evaluate and resolve issues relating to IT equipment and applications. They provide technical care for any aspect of the information systems unit, including system hardware, operating systems, applications, and networks. Generally, they should be troubleshooting bent of mind and with proper communication to the stakeholders. Support hours 24x7 with rotational shifts

Responsibilities

Service Desk Analysts must perform multiple functions effectively and simultaneously. Duties of Service Desk Analysts may vary, but core responsibilities include the following :

• Manage Support Requests

A significant responsibility of Service Desk Analysts is to manage support requests that can come through a range of networks, such as email, chat, and telephone. They must document issue severity, and they must utilize standard procedures to resolve issues. Analysts must also maintain support tracking systems.

Service Desk Analysts must resolve technical issues. In some organizations, they resolve these issues remotely. For certain common problems, such as installation and configuration problems, they provide users technical documentation so that they can better understand their systems.

Service Desk Analysts often must accelerate customer support requests to higher-level IT support specialists if they are unable to resolve a particular issue on their own. Analysts then provide specialists with details about the issue so that they can resolve it effectively.

Qualifications we seek in you!

Minimum Qualifications

Preferred Qualifications / Skills

Service desk analysts neutralize direct customer issues by support with technical knowledge to fix software and hardware problems. Along with the below skills :

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. For more information, visit www.genpact.com . Follow us on Twitter , Facebook , , and YouTube .