Genpact · 2 weeks ago
Principal Consultant], [Deskside SD Engineer]!
USA-New York
Full-time
Onsite
Senior Level, Lead/Staff
$60K/yr - $75K/yrGenpact is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. The role of Principal Consultant involves providing comprehensive desktop support for the IT Production Services Service Desk, ensuring effective resolution of technical incidents and fostering positive relationships with users.
Artificial Intelligence (AI)Enterprise SoftwareConsultingBig DataSoftwareInformation TechnologyAnalyticsBusiness Process Automation (BPA)
Responsibilities
Provide level II desktop support to business users on standard desktop hardware, software, and peripherals, telephony and mobility solutions (Workspace one – WSO)
Oracle Requisitions: Should be capable of placing, tracking of orders in Oracle, Oracle knowledge is must. Has to follow-up with vendors regarding orders. Knowledge of vendor management is must as the candidate will be working closely with the procurement team
Interpret, analyze, research and resolve complex-to-moderately complex incidents
Work effectively with end-users, gain their confidence, understand their technical and operational needs and translate them into viable technical solutions (Be a solution provider, not just a ticket closer)
Perform steps to onboard and offboard employees/consultants/interns
Configure and deploy standard desktop hardware, software and peripherals, telephony and mobility solutions
Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution
Consistently apply customer service best practices to ensure customer satisfaction
Accurately and thoroughly document all incidents in the service management system
Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution
Comply with all ITS and IT Infrastructure policies and processes
Achieve outcomes with available resources and within set time frames with little or no direct supervision
Own activities around reducing number of repeated incidents while working with respective teams
Build and develop positive relationships
Engage in project-related work appropriate for technical knowledge and competency
Consistently promote, adhere to, and support the standards of ITS
Qualification
Required
Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream
A degree in Computer Science, IT, Systems Engineering or a related qualification
Providing level I/level II technical support in an enterprise IT Service Desk/help desk environment
Desktop operating systems (Windows and Mac)
Desktop / tablet / mobile device patching and reconciliation
Cisco telephony and Unified Communications (deskphones, voicemail, Jabber)
Skype for Business
iOS and Android mobile devices
Microsoft Office 2016
Active Directory
Exchange Console
Pulse VPN
ServiceNow for Incident, Knowledge, Problem, CMDB
Excellent verbal and written communication skills
Excellent customer service skills
Professional presentation
Telephone etiquette
Strong problem solving and decision-making skills
Strong attention to detail
Time management
Ability to build and develop positive client relationships
Ability to effectively convey complex information to all audiences
Ability to multitask while meeting time constraints and maintaining quality
Ability to maintain composure and diffuse difficult situations
Ability to work independently with minimal supervision
Ability to work as part of a team environment
High level of enthusiasm, motivation, initiative, sense of urgency and personal integrity
Ability and willingness to work a flexible schedule
Ability to lift and carry 40 lbs. without difficulty or injury
Preferred
Incident Management
Provide level II desktop support via phone/chat/deskside for all employees/consultants/interns on standard desktop hardware, software and peripherals, telephony and mobility solutions
Interpret, analyze, research and resolve complex-to-moderately complex incidents
Process assigned support requests within established service level
Update and maintain incidents in the service management system, ensuring a complete and detailed history for each incident and small-scale change request
Use various resources and good judgment to escalate unresolved incidents to the appropriate IT support groups for resolution
Follow-up and follow-through with the customer and IT support groups as required to move incidents to a quick resolution
Compliance with all ITS policies and processes
Compliance with established asset management recording procedures
Engage ITS Desktop Support Lead as necessary to solve incidents and escalate customer grievances
Perform steps to onboard and offboard employees/consultants/interns
Use Active Directory to maintain user network accounts
Use Exchange Console to maintain user email accounts
Engage with telephony vendor to assign and maintain landline and mobile phone numbers
Update CMDB – Record all the asset transactions for Laptop/Desktop/Mobile Phones in CMDB and maintain the accuracy
Participate in the maintenance of the support knowledge base and knowledge documents
Engage in project-related work appropriate for technical knowledge and competency
Promote, adhere to, and enhance the ITS processes, procedures and IT standards ensuring highest quality and with the highest level of efficiency and customer satisfaction
Establish and maintain effective partnerships with users, business lines, IT infrastructure, application development and support groups, and external vendors
Demonstrate care with follow-up and follow-through on reported incidents and establishing rapport in all interactions
Take personal ownership and pride in acting on issues and in following through on commitments to completion
Seeks to be proactive in identifying and eradicating technical problems before productivity loss
Conduct formal and informal customer training and develop technical orientation and new analyst training materials, as needed
Identify and recommend process improvement initiatives to ITS Desktop Support Lead
Consistently apply customer service best practices to ensure customer satisfaction
Consistently promote, adhere to, and support the standards of IT
Benefits
Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
Work in an environment where governance, transparency, and security are at the core of everything we build
Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Company
Genpact
Genpact is an information technology firm that offers business management, artificial intelligence, automation, and cloud services.
Founded in 1997
10001+ employees
H1B Sponsorship
Genpact has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (225)
2024 (257)
2023 (208)
2022 (187)
2021 (413)
2020 (514)
Funding
Current Stage
Public CompanyTotal Funding
$750M2025-11-13Post Ipo Debt· $350M
2024-05-30Post Ipo Debt· $400M
2007-08-10IPO
Leadership Team
Balkrishan Kalra
President and Chief Executive Officer
Aswin Chandrasekaran
Senior Vice President
Recent News
2026-01-22
Company data provided by crunchbase