Technical Associate – Service Desk L1
Technical Associate – Service Desk L1-ITO098905

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 an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Inviting applications for the role of Technical Associate – Service Desk L1
Responsibilities

• Receive and log incidents and service requests via phone, email, chat, and ITSM tools.
• Manage end-to-end user lifecycle operations in Active Directory and Azure Active Directory, including user creation, modification, and disablement.
• Deliver and support authentication, access, and security controls through Okta, including MFA enrolment, validation, and access troubleshooting.
• Own and resolve incidents and service requests in ServiceNow, ensuring accurate categorization, prioritization, documentation, and timely resolution.
• Perform password resets, account lock/unlock activities, and access provisioning for VPN, enterprise applications, and SharePoint.
• Administer SharePoint site access, permissions, and basic site management tasks in line with security policies.
• Monitor and validate endpoint compliance and device health using Microsoft Intune, escalating non-compliant issues as required.
• Troubleshoot and resolve Windows OS, iOS (iPhone/iPad), and Microsoft Office applications, including Outlook and Microsoft Teams.
• Diagnose and fix hardware, desktop, and peripheral issues to restore end-user productivity.
• Maintain and update accurate asset records in ServiceNow, including asset creation, modification, tagging, and lifecycle tracking.
• Deliver high-quality, customer-focused end-user support with clear communication, professionalism, and empathy.
• Meet and maintain defined SLA and quality targets by prioritizing workload and ensuring timely issue resolution.
• Document incidents, service requests, troubleshooting steps, and resolutions with detailed and audit-ready work notes.
• Create, review, and update SOPs, user guides, and knowledge base articles to support self-service and first-call resolution.
• Apply structured and logical troubleshooting methodologies to efficiently diagnose and resolve technical issues.
• Escalate unresolved or complex issues to Level 2/3 teams with clear technical details and business impact.
• Support user onboarding and offboarding activities by provisioning and deprovisioning system access.
• Follow and enforce IT security policies, access controls, and data protection standards.
• Collaborate with internal IT teams to improve resolution times, knowledge coverage, and service quality.
Qualifications we seek in you!
Minimum Qualifications

• College diploma or university degree in the field of computer science.
• Good Service Desk experience in PC software and hardware support in a corporate environment.

Preferred Qualifications/ Skills

• Familiar with ITIL framework.
• Beginning to intermediate knowledge of administration and troubleshooting OS related issues.
• Beginning to intermediate knowledge of installation and troubleshooting of the following software suites: Adobe, Microsoft Office and other productivity suites.
• Expertise in Active Directory administration, including creation of domain/exchange accounts.
• Excellent troubleshooting skills.
• Good interpersonal skills and attention to customer service.
• Ability to work effectively in a fast-paced environment.
• Ability to communicate effectively.
• Ability to effectively prioritize incidents and service requests.
• Ability to work in flexible hours based on business demands – and on-call support in off business hours and on weekends, as necessary.

Why join Genpact?

• 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

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.

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 respect and integrity, customer focus, and innovation.
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.

Job
Technical AssociatePrimary Location
India-HyderabadSchedule
Full-timeEducation Level
Bachelor's / Graduation / EquivalentJob Posting
Feb 12, 2026, 9:39:15 AMUnposting Date
OngoingMaster Skills List ConsultingJob Category Full TimeExperience Level
Mid Level