Desktop Support Lead

2 weeks ago

London, Greater London, United Kingdom Genpact Full time

Genpact is a global professional services 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 with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

The role of Desktop Support Lead involves managing service requests, software installations, and new computer setups. The successful candidate will also be responsible for desktop/laptop/printer/conference rooms/mobile device/inventory management onsite support.

Key responsibilities include:

  1. Manage Service Requests, Software installations, new computer setups, Imaging existing Laptops/Desktops, upgrades, etc.
  2. Desktop/Laptop/Printer/Conference rooms/Mobile Device/Inventory management onsite support.
  3. Maintain overall ownership of User's issues & service ensuring that they receive resolution within a reasonable timeframe.
  4. Ability to coordinate with vendors and ensure proper communication process is followed with Service Desk and End User.
  5. Ensure compliance with Customer's enterprise device group policies.
  6. IMAC related activities and Inventory management.
  7. 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.
  8. Ready to travel to an off-site location based on the requirement for all future acquisition setup and cutovers.
  9. Collaborate and align with work being carried out by the US team in supporting other locations.

Management Responsibilities:

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

Qualifications:

We seek candidates with a Bachelor's Degree in Computer Science, Information Systems, or related field. Solid years of experience in desktop management are preferred.

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.

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