Genpact is a global professional services firm that helps organisations transform and run their businesses. With a strong presence in India, Genpact combines deep domain expertise, analytics, and digital technology to deliver end‑to‑end solutions for clients across industries such as banking, insurance, manufacturing, and consumer goods. The company is known for its culture of continuous learning, a collaborative environment, and a focus on employee growth through structured training and mentorship programs. Genpact’s Hyderabad campus houses several delivery centers that support critical IT operations for its worldwide clientele, making it a hub for technology talent. The Service Desk Analyst role is the frontline of Genpact’s IT support ecosystem. As the first point of contact for internal users, the analyst is responsible for logging, diagnosing, and resolving a wide range of technical incidents and service requests. The position operates on a 24/7 shift schedule, offering a hybrid work model that blends on‑site collaboration with remote troubleshooting. Candidates with 1‑3 years of experience in help‑desk or technical support will find this role a solid platform to sharpen their ITSM skills, work with industry‑standard tools, and interact with a diverse user base. **Key Responsibilities** 1. Serve as the primary contact for all IT support requests via phone, chat, email, and self‑service portals. 2. Accurately log, categorize, prioritize, and assign tickets in ServiceNow, Remedy, or Jira. 3. Perform initial diagnosis for hardware, software, Windows OS, Microsoft 365, VPN, network connectivity, and access‑related issues. 4. Deliver first‑call resolution wherever possible and ensure timely escalation to higher‑level teams when needed. 5. Conduct password resets, account unlocks, and basic Active Directory management. 6. Use remote support tools to troubleshoot and resolve user problems efficiently. 7. Maintain clear communication with users about ticket status and expected resolution times. 8. Contribute to Knowledge Base Articles and SOPs, updating them based on recurring incidents. 9. Adhere to SLA, KPI, and ITIL processes for incident, request, problem, and knowledge management. 10. Ensure compliance with information‑security policies and document all activities accurately. **Tech Stack**: Windows OS, Microsoft 365, ServiceNow/Remedy/Jira, Active Directory, VPN, networking fundamentals, remote support utilities, ITIL framework. **Growth Path**: Successful analysts can progress to Senior Service Desk Analyst, Incident Manager, or specialize into areas like Cloud Support, Cybersecurity, or IT Operations Management. Genpact’s internal learning portals and certification sponsorship (ITIL, Microsoft) accelerate career advancement. **Why Join Genpact?** The company offers a vibrant, inclusive culture, exposure to global clients, and a clear roadmap for professional development. Employees benefit from mentorship, regular skill‑upgradation programs, and a balanced work‑life environment, making it an ideal place for fresh talent to launch a long‑term IT career.