Desktop Support Specialist

4 weeks ago

London, Greater London, United Kingdom Genpact Full time

Genpact is a global professional services and solutions firm delivering outcomes that shape the future. Our team is driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. We serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

As a Desktop Support Specialist at Genpact, you will be responsible for managing Service Requests, Software installations, new computer setups, Imaging existing Laptops/Desktops, upgrades etc. You will also be responsible for maintaining overall ownership of User's issues & service ensuring that they receive resolution within a reasonable timeframe.

Key Responsibilities:

  • Desktop/Laptop/Printer/Conference rooms/Mobile Device/Inventory management onsite support
  • Manage Service Requests, Software installations, new computer setups, Imaging existing Laptops/Desktops, upgrades etc.
  • Maintain overall ownership of User's issues & service ensuring that they receive resolution within a reasonable timeframe.
  • Ability to coordinate with vendors and vendor team and ensure proper communication process is followed with Service Desk and also End User
  • Ensure compliance with Customer's enterprise device group policies;
  • IMAC related activities and Inventory management.
  • During events, provide on-site setup of Equipment and/or the remote business office; including, coordinating networking requirements and coordinating with other Third Parties associated with the event;
  • Ready to travel to an off site location basis the requirement for all future acquisition setup and cut overs
  • Collaborate and align with work being carried out by the US team in supporting other locations

Management Responsibilities:

  • Ability to build reports on Metrics / reports from the ticketing tool
  • Be single point of contact for Service desk & customer
  • Lead by identifying improvement areas and work with management to plug identified gaps
  • Participate in reviews and represent performance metrics for the supported region

Qualifications we seek in you:

  • Bachelor's Degree required. Preferably in Computer Science, Information Systems, or related field.
  • Solid years of experience in domain of desktop management

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