Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose - the relentless pursuit of a world that works better for people - 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. Inviting applications for the role of Consultant Deskside Engineer! The Onsite Desktop Support Technician role is to provide a single point of contact for local office end users to receive support and maintenance within the organization's desktop and laptop computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all hardware and equipment (including but not limited to PC, terminals, printers and scanners) to ensure efficient workstation performance. The person will also solve problem areas (in person) in a timely and accurate fashion and provide end-user assistance where required. Responsibilities
- Assisting end users on issues in a timely fashion by creating Incident ticket in ServiceNow and if all techs are busy, the technician enters customer in the queuing system
- Monitoring queues for incidents or requests that require resolution.
- Escalate to L3 team /Vendors in case assistance is required to resolve any issue.
- Update the existing SOPs send it back to EUC L3 for review and update as per the documented frequency.
- Prioritizing work based on the impact and urgency of the ticket
- Resolution of Incidents within described SLA timelines as agreed for site support services
- Track ageing and open tickets and service requests. For open tickets requiring spares and accessories and work closely with asset management team in coordinating them.
- Prepare weekly reports, monthly and half yearly dashboards and setup reviews with Client leadership.
- Maintain compliance to Client policies and guidelines like desktop/laptop naming conventions, laptop building/rebuilding checklist, surrender, disposal (Kill Disks/Degauss)
- Ticket lifecycle management not limited to documenting work notes, attaching relevant knowledge and detailing incident resolution.
- Isolate system issues; diagnose standard software issues & report hardware issues to respective Vendors.
- Provide end user assistance in submitting Service Requests.
- Fulfilment of Service Requests where necessary
- Track and report status of IMAC requests. Verify completion of IMACs
- Enable end user / equipment Installs, Moves, and changes (IMAC) Requests.
- Install new or enhanced functions or features: hardware, software, peripherals and configurations (e.g., peripheral upgrades, system reconfigurations, special requisition installations)
- Proactive and regular checks for assets installed in meeting rooms from readiness perspective.
- Assist L3 team in various testing being carried out.
- User Data Transfer on need basis
- Providing information/advice to end-user on usage of Client tools
- Creation and modification of knowledge articles on issues which have been resolved
- New end user on-boarding hardware setup.
- Remove virus from respective desktop / laptop with the antivirus software as per the mentorship from Client central security team
- Installation / configuration/ Troubleshooting of e-mail clients
- Hardware support to desktops, laptops (Windows/Mac.), Thin clients (Windows and Linux), Printers, Scanners. Mobile devices and Multi-Function Devices.
- Fulfilment of software installations/changes that cannot be automated for remote install
- Hardware imaging, deployment, and repair management services.
- OS & Standard Software Support on desktops. (Core load, Windows 10, Mac OS). Installation and first level support on business specific applications, installing application and upgrades
- When de-installing equipment, de-tag equipment, erase and dispose of data and information residing on hard drives, strip for disposal, update in the asset tracking system that the equipment has been de-installed and disposed of, and prepare the equipment to the vital 3rd party for collection and disposal.
- Follow-up with 3rd party on hardware device replacement where needed
- Steady State Asset Refresh (Does not include project activity of bulk device replacement)
- Image backup of assets for terminated users
- Assist asset management team in sharing the IMAC's for new installations, movement on floors and carrying out physical verification activities.
- Replacement of consumables for network printers and reporting issues to the appropriate vendor.
- Assist in various customers, internal and external audits
- VIP Support ( white glove service)
- Web Meeting support for end user having start up issues and troubleshooting commonly known issues)
- End user training and support of key collaboration technologies
- Escort third party vendors visiting Client for IT related support activity within Client office
- New Switch/Module physical replacement assistance within Client Datacenter based on clearly defined instructions of level 3 infrastructure team
- Assist in activity for data/voice Port Deactivation Cases based on clearly defined SOP provided by Level 3 infrastructure team
- Activities regarding physical server needing physical setup like plugging off the server and turning it ON
- Moving or securing network cables within the office environment
- Activities for restarting Server for various reason.
- Assist the Level 3 infrastructure team in physical server refreshes and reboots of devices using standard operating procedure document
- Activities Data Backup Tapes Daily/Weekly Offsite movement within Client office
- Inventory management and labelling of devices within Client office environment
- Handling shipping and receiving requests for movement of end devices within Client office
- Raise VIP user incidents and SR's on phone/e-mail and log tickets on their behalf.
- Priority to VIP end users over other tickets in the queue
- Follow-up with approvers if any and get the SR's approved.
- Coordinate, follow-up and bring up to all other teams for open VIP cases.
- Analyze VIP Population incidents and SR's for any patterns and plan mitigation.
- Configuration of laptops/desktop/mobile devices/ iPad/iPhone/android
- Configuration of laptop and Troubleshooting of handheld OS for VIP users
- Support any future upgrade of handheld device technology need to be owned & sustained by Vendor.
- Mailbox configuration on different iPad / iPhone/MAC devices
- Support All Device Management related technologies like Messenger, Handheld issues, IM Presence, UC
- Regular health checks of All VIP User laptops and devices.
- Every VIP user ticket will be acted as a Priority 1 ticket (i.e. the highest priority ticket)
- Managing & co-coordinating with third party vendors
- Ensure the turnaround of the problems or issues faced by the users in any situation.
- Supporting and Resolving VIP user incidents & SR cases.
- End to End IT support for VIP on boarding in Client
- Keep Client IT Stakeholders informed for any VIP incident open for more than 30 minutes.
- Daily updates on open VIP Incidents and SR.
- Manage Backup of Mac and Windows laptops for VIP Population as per Client process.
Qualifications we seek in you! Minimum Qualifications / Skills
- Must have knowledge of commonly used end user software's and a solid understanding of hardware products and accessories
- Experience configuring workstations to include but not limited to profile information, printers, dual monitors etc.
- Good experience in providing hands and feet support for network and datacenter devices
- Mandatory Windows & Mac OS troubleshooting competencies on clients & workstations
- Experience in supporting all major OEM devices (Lenovo, Apple, Dell, Toshiba, HP)
- Solid understanding on hardware, software, and networking concepts
- Strong customer service skills, written and verbal communication skills
- Support mobile devices (Android, IOS)
- Microsoft/ A+ certification a plus
- Should have some experience with or knowledge of A/v solutions used in conference rooms (TV's, projectors, VoIP telephones, Collaboration software's like MS Teams, Zoom Etc).
The approximate annual base compensation range for this position is [$45,000 to $56,500]. The actual offer, reflecting the total compensation package plus benefits, will be determined by a number of factors which include but are not limited to the applicant's experience, knowledge, skills, and abilities, geographic location and internal equity. 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. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook. 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.