Genpact Hiring 2026: Analyst – Service Desk 5B | Hyderabad (JR10026540)

Company: Genpact (NYSE: G)
Job Title: Analyst – Service Desk 5B
Job Requisition ID: JR10026540
Category: IT Service Desk & Infrastructure Operations
Work Arrangement: On-Site (Office-Based)
Work Shift: Night Shift (India)
Employment Type: Full-Time (Regular)
Target Application Deadline: October 31, 2026
Location: Floor 1 to 12, Hafeezpet Phoenix, Hyderabad, Telangana, India

Genpact is a global professional services and advanced technology solutions firm specializing in digital transformation, process intelligence, and artificial intelligence. Powered by an enterprise network of over 140,000 employees and flagship innovation hubs like the AI Gigafactory, Genpact delivers scalable operational and IT solutions to Fortune 500 enterprises.

The Analyst – Service Desk 5B role based at Genpact’s Hyderabad campus serves as the primary technical point of contact (SPOC) for enterprise IT support. Operating in a full-time night shift environment, the L1 Analyst is responsible for managing end-to-end incident lifecycles, executing technical troubleshooting across hardware/software systems, utilizing knowledge management repositories, and maintaining continuous operational continuity for international client bases.

• First-Line Technical Support (L1): Provide omnichannel technical assistance for incoming user queries, IT incidents, and service requests across corporate software, hardware, and networks.
• Incident Lifecycle Management: Take full ownership of user tickets from creation to resolution and formal closure, ensuring strict adherence to Service Level Agreements (SLAs).
• System Troubleshooting & Upgrades: Identify and resolve operating system faults, hardware malfunctions, network drops, and software configuration errors across Windows and macOS environments.
• Knowledge Management & Documentation: Consult internal Knowledge Management (KM) repositories to deliver standard fixes, while authoring new troubleshooting guides and SOPs for emerging technical issues.
• Security & System Maintenance: Monitor endpoint health, execute authorized software/hardware installations, enforce system security/privacy policies, and support critical business continuity processes (BCP).
• Customer Care & Emergency Response: Demonstrate advanced soft skills (empathy, active listening, courtesy) and react rapidly during catastrophic system events or major incident escalations.

Academic Background

• Degree: Bachelor’s degree in Computer Engineering, Information Technology, Information Systems, Database Management, Network Engineering, or a related technical discipline.

Technical Competencies & Certifications

• Supported Platforms: Hands-on exposure to Windows OS, macOS Support, Workplace Services, and Collaboration Tools (MS Teams, Zoom, Slack, Outlook).
• ITSM & Methodology: Familiarity with IT Service Desk workflows, ServiceNow platforms, and Agile methodologies.
• Language Proficiency: C2-level proficiency (Advanced/Mastery) in English verbal and written communication.
• Preferred Certifications (Desirable): ServiceNow Certified Application Developer, Professional Customer Service (SMG/KRC), or Call Center Professional (CCCP/STI).

• Estimated Starting Salary: ₹3.5 LPA to ₹5.2 LPA (CTC), depending on relevant technical experience, shift flexibility, and assessment performance.
• Night Shift Allowances: Additional recurring allowances provided for fixed night shift schedules as per corporate guidelines.
• Corporate Benefits: Company-provided transport/cab facility (subject to shift routing), medical/health insurance coverage, structured certification support, and internal career movement programs.

1. Application & Resume Screening
   (Verification of technical degree, C2 English fluency, & night-shift/office alignment)
   ↓
2. Communication & Soft Skills Assessment
   (Evaluation of spoken/written English, active listening, & customer empathy scenarios)
   ↓
3. Technical Assessment & Round 1 Interview
   (Troubleshooting scenarios covering Windows/macOS, network connectivity, ServiceNow, & Active Directory)
   ↓
4. Managerial & BCP/Incident Response Round
   (Scenario-based evaluation on handling major outages, multitasking under pressure, & SLA management)
   ↓
5. HR Discussion & Offer Rollout

• Service Desk Fundamentals: End-to-end Incident Management lifecycle, First Contact Resolution (FCR) metrics, and Knowledge Management System (KMS) usage.
• Operating System & Workplace Support: Common Windows 10/11 and macOS troubleshooting commands, system upgrades, printer/peripheral setups, and application crash diagnostics.
• Networking & Security Basics: Command-line diagnostics (ipconfig, ping, traceroute, nslookup), VPN client troubleshooting, user access control, and endpoint security practices.
• ServiceNow & Ticket Workflows: ticket logging, categorization, impact vs. urgency matrix, priority assignment, and escalation protocols.

• Service Desk Operations: L1 Support, IT Service Desk, Incident Ownership, Ticket Creation to Closure, SLA Management, First Contact Resolution (FCR), Knowledge Base Management
• Technical & OS Support: Windows OS, macOS Support, Hardware Troubleshooting, Software Installation, System Upgrades, Workplace Services, Collaboration Tools
• ITSM & Methodologies: ServiceNow, ITIL Framework, Agile Methodology, Business Continuity Planning (BCP), Incident Management
• Communication & Support: C2 English Proficiency, Customer Service Orientation, Emergency Response, Escalation Management, Soft Skills

1. What is the Job Requisition ID for this role?

The official job ID is JR10026540.

2. Is this a remote or hybrid role?

No. This is a full-time, on-site (Office) position based at Genpact’s Hafeezpet Phoenix campus in Hyderabad.

3. What are the required shift hours?

The role is designated as a Night Job (India) shift to support global client operations and time zones.

4. Does Genpact charge any application fees?

No. Genpact explicitly states that it does not charge any fees to process job applications or require candidates to pay for training/starter kits.