Genpact Looking for Principal Consultant – Digital Work place – Service Desk Manage[...]

With a startup spirit and 90,000+ curious and courageous minds, we have the expertise to go deep with the world’s biggest brands—and we have fun doing it! We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line. We’re harnessing the power of technology and humanity to create meaningful transformation that moves us forward in our pursuit of a world that works better for people.

Now, we’re calling upon the thinkers and doers, those with a natural curiosity and a hunger to keep learning, keep growing. People who thrive on fearlessly experimenting, seizing opportunities, and pushing boundaries to turn our vision into reality. And as you help us create a better world, we will help you build your own intellectual firepower.

Welcome to the relentless pursuit of better.

Inviting applications for the role of Principal Consultant – Digital Workplace – Service Desk Manager

In this role, the Principal Consultant will be responsible for coding, testing, and delivering high-quality deliverables and should be willing to learn new technologies.

Responsibilities

1. Well acquainted with Service Desk, Desktop Services operations and having knowledge on MDM, Office 365, AD, Exchange, Azure, VDI, AVD.
2. Need to work in India Night shifts (to cover USA business hours) and willing to work from Hafeezpet, Hyderabad.
3. Experience managing a span of 15 to 20 Agents in a Service Desk Environment.
4. Experience with tools like Remedy / Service Now is a plus.
5. Quality Certification is a plus.
6. People metrics and management.
7. Stakeholder management is a key requirement, understanding the scope to work towards improvements.
8. Managing Reporting.
9. Understanding of Metrics/KPI’s and SLA’s.
10. Excellent interpersonal and communication skills.

Qualifications we seek in you!

Minimum qualifications

B.E./B.Tech/MCA/M.Tech

Preferred qualifications

1. 1-4 years of Experience of handling a team of 15 to 20 agents delivering Service Desk services.
2. Proficient in Customer Management, Service Delivery Management and Customer Management.
3. Eye for detail in identifying improvement in existing processes and continuous improvement projects.
4. Good Knowledge on areas of Knowledge management, Quality Management, Training, Operations (Regular/BCP), Service level management are key attributes that the candidate should have.

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.