Genpact Hiring 2026: Service Desk Analyst Hyderabad |Apply Now
Genpact Hiring 2026: Service Desk Analyst in Hyderabad – 1-3 Years | Apply Online
Genpact Hiring 2026 is offering an opportunity for experienced IT support professionals for the position of Service Desk Analyst in Hyderabad, Telangana. The position requires candidates with 1-3 years of experience in Service Desk, Help Desk, or Technical Support.
The role involves providing Level 1 IT support, troubleshooting technical incidents, managing service requests, resolving Windows and Microsoft 365 issues, supporting VPN and access-related problems, and maintaining service-level commitments.
Immediate joiners are preferred. The position follows a 24/7 shift schedule and offers a hybrid work mode.
Genpact Service Desk Analyst Recruitment 2026 – Quick Details
| Company | Genpact |
| Job Role | Service Desk Analyst |
| Location | Hyderabad, Telangana, India |
| Experience | 1-3 Years |
| Employment | Full-Time |
| Work Mode | Hybrid |
| Shift | 24/7 Shift |
| Joining Preference | Immediate Joiners Preferred |
| Primary Area | IT Service Desk / Technical Support |
| Experience Type | Service Desk / Help Desk / Technical Support |
About the Genpact Service Desk Analyst Job
The Service Desk Analyst serves as the first point of contact for employees or end users who need technical assistance. The analyst is responsible for understanding reported problems, recording incidents, troubleshooting issues and providing appropriate solutions.
The position primarily focuses on Level 1 IT support. Analysts are expected to resolve incidents whenever possible and escalate issues to specialized technical teams when additional support is required.
The role also requires accurate ticket documentation, customer communication, knowledge-base usage and adherence to defined SLA, KPI and quality standards.
Who Can Apply for Genpact Service Desk Analyst?
This opportunity is suitable for IT professionals with approximately 1-3 years of experience in Service Desk, Help Desk or Technical Support. Candidates with experience supporting enterprise users and troubleshooting common Windows and Microsoft 365 issues may find their experience relevant to this role.
- IT Service Desk professionals
- Help Desk Analysts
- Technical Support Engineers
- Desktop Support professionals
- IT Support Analysts
- Level 1 Support Engineers
- Professionals with Windows and Microsoft 365 support experience
Genpact Service Desk Analyst Eligibility
Educational Qualification
Candidates should have a Bachelor's Degree in Computer Science, Information Technology or a related discipline. Equivalent technical certifications may also be considered according to the employer's requirements.
Experience
The position requires 1-3 years of experience in Service Desk, Help Desk or Technical Support.
Joining Availability
Immediate joiners are preferred for this position. Candidates should clearly mention their notice period when communicating with the recruitment team.
Technical Skills Required
Candidates applying for this Service Desk Analyst position should be familiar with the following technologies and support areas:
- Windows OS
- Microsoft Office / Microsoft 365
- ServiceNow
- Remedy
- Jira
- Active Directory
- VPN
- Networking Fundamentals
- Remote Support Tools
- ITSM Processes
- ITIL Framework
Genpact Service Desk Analyst Responsibilities
1. Incident and Request Management
- Act as the first point of contact for IT support requests.
- Log incidents and service requests in the ITSM tool.
- Categorize and prioritize tickets accurately.
- Perform initial diagnosis of technical problems.
- Provide first-call resolution whenever possible.
- Escalate unresolved incidents to the appropriate technical team.
- Monitor open tickets until resolution and closure.
2. Customer Support
- Provide technical support through phone, chat and email.
- Maintain professional and courteous communication with users.
- Keep users informed about ticket status.
- Explain expected resolution timelines where applicable.
- Focus on customer satisfaction while resolving technical issues.
3. Technical Troubleshooting
- Troubleshoot Windows operating system issues.
- Support Microsoft 365 applications.
- Troubleshoot email-related issues.
- Assist with VPN connectivity problems.
- Support basic network connectivity issues.
- Support standard business applications.
- Assist with mobile devices and printers.
- Perform password resets and account unlocks.
- Provide basic access-management support.
4. Knowledge Management
- Use Knowledge Base Articles during troubleshooting.
- Follow SOPs and technical troubleshooting guides.
- Document solutions for recurring incidents.
- Contribute to updating knowledge-base documentation.
- Share technical knowledge and best practices with team members.
5. Service Excellence and Compliance
- Follow SLA and KPI requirements.
- Maintain accurate ticket documentation.
- Follow ITIL-based processes.
- Maintain quality standards.
- Follow information-security policies.
- Comply with organizational procedures.
Microsoft 365 Skills for Service Desk Jobs
Microsoft 365 knowledge is useful for Service Desk professionals because enterprise users frequently require assistance with productivity applications and account-related issues.
Candidates should understand common troubleshooting scenarios involving:
- Microsoft Outlook
- Microsoft Teams
- OneDrive
- Microsoft Office applications
- Microsoft 365 account access
- Password and authentication issues
- Email configuration and troubleshooting
Active Directory Skills
Basic Active Directory knowledge is another important skill for enterprise Service Desk positions. Candidates should understand common user-account support activities such as password resets, account unlocks, account status checks and basic access-related troubleshooting.
VPN and Network Troubleshooting
Service Desk Analysts frequently handle basic connectivity issues. Candidates should understand fundamental networking concepts and common VPN troubleshooting steps.
Important topics to revise include:
- IP address
- DNS
- DHCP
- LAN and WAN
- VPN
- Internet connectivity
- Ping and basic connectivity testing
- Common network troubleshooting steps
ITIL Knowledge for Service Desk Analyst
Knowledge of the ITIL framework can help candidates understand structured IT service management processes.
Important concepts to revise include:
- Incident Management
- Service Request Management
- Problem Management
- Change Management
- Knowledge Management
- Service Level Agreement (SLA)
- Key Performance Indicators (KPIs)
- Escalation Management
Genpact Service Desk Analyst Interview Process
The recruitment process mentioned for this opportunity includes multiple stages. Candidates should prepare for both communication and technical assessments.
Round I: Communication Skill Checks
Round II: Technical Interview
Round III: Technical Interview
Apply for Genpact Service Desk Analyst
Interested candidates can view the job details and apply through LinkedIn.
Apply on LinkedInService Desk Analyst Interview Questions
Candidates can prepare for questions such as:
- Tell me about yourself.
- What is a Service Desk?
- What is the difference between an incident and a service request?
- What is an SLA?
- What is ITIL?
- How would you troubleshoot a Windows computer that cannot connect to the internet?
- How would you troubleshoot a VPN connection issue?
- What is Active Directory?
- How do you unlock a user account?
- What would you do if a user forgot their password?
- How would you troubleshoot an Outlook issue?
- What is Microsoft 365?
- How would you handle an angry customer?
- When would you escalate a ticket?
- How do you prioritize multiple incidents?
- What information should be included in a support ticket?
- What is the difference between priority and severity?
- How do you ensure good customer service while troubleshooting?
- What ticketing tools have you worked with?
- Explain your experience with ServiceNow, Remedy or Jira.
Genpact Service Desk Analyst Salary
Candidates should verify the actual compensation and benefits directly with the recruitment team or in the official offer documentation.
Preferred Qualifications
The following qualifications can strengthen a candidate's profile for this type of Service Desk position:
- ITIL Foundation Certification
- Microsoft 365 Certifications
- Azure Fundamentals
- Service Desk or Help Desk experience
- Enterprise technical support experience
- Experience with ITSM platforms
Soft Skills Required
- Strong customer-service orientation
- Excellent verbal communication
- Strong written communication
- Analytical thinking
- Problem-solving ability
- Time management
- Ability to manage multiple priorities
- Teamwork and collaboration
- Ability to work in a fast-paced environment
Work Mode and Shift Details
The position is listed as a hybrid opportunity in Hyderabad. Candidates should also be comfortable working in a 24/7 shift environment, as Service Desk operations may require support across different business hours.
Candidates should confirm the exact shift schedule, working days, office attendance requirements and other employment conditions with the recruiting team before accepting an offer.
How to Apply for Genpact Service Desk Analyst Job 2026
Candidates interested in this opportunity can submit their updated resume to the recruiter email address provided in the job information.
Recruiter Email:
Email Subject: SD
Important: Mention your notice period in the email and attach your updated resume.
Suggested Email Format
Subject: SD
Dear Hiring Team,
I am interested in the Service Desk Analyst opportunity in Hyderabad. Please find my updated resume attached for your consideration.
Experience: [Your Experience]
Notice Period: [Your Notice Period]
Thank you.
Regards,
[Your Name]
Service Desk Analyst Resume Tips
A Service Desk resume should highlight technical support experience rather than only listing generic IT skills.
- Mention your total Service Desk or Technical Support experience.
- Highlight Windows troubleshooting experience.
- Include Microsoft 365 support experience.
- Mention ServiceNow, Remedy, Jira or other ITSM tools.
- Highlight Active Directory experience.
- Include VPN and networking troubleshooting.
- Mention SLA and KPI experience.
- Include ticket-management experience.
- Highlight customer-service and communication skills.
- Add relevant ITIL or Microsoft certifications.
Frequently Asked Questions
What is the Genpact Service Desk Analyst location?
The position is located in Hyderabad, Telangana, India.
How much experience is required?
The job information specifies 1-3 years of experience in Service Desk, Help Desk or Technical Support.
Are immediate joiners preferred?
Yes. The provided job information states that immediate joiners are preferred. Candidates should mention their notice period when applying.
Is the Genpact Service Desk Analyst job work from home?
The position is listed as hybrid, rather than fully remote.
Are 24/7 shifts required?
Yes. The provided job information specifies a 24/7 shift environment.
What tools are required?
Relevant tools and technologies include ServiceNow, Remedy, Jira, Windows OS, Microsoft 365, Active Directory, VPN and remote support tools.
What certification can help?
ITIL Foundation and Microsoft certifications such as Microsoft 365 or Azure Fundamentals are listed as preferred qualifications.
What is the interview process?
The provided recruitment process includes a communication skills assessment followed by two technical interview rounds.
Final Takeaway
The Genpact Service Desk Analyst Hiring 2026 opportunity in Hyderabad is relevant for IT professionals with 1-3 years of Service Desk, Help Desk or Technical Support experience.
Candidates should focus their preparation on Windows OS, Microsoft 365, ServiceNow/Remedy/Jira, Active Directory, VPN, networking fundamentals, ITIL, ticket management and customer communication.
Immediate joiners are preferred, and the role requires flexibility for 24/7 shifts with a hybrid work model.
Important Disclaimer
This article is provided for informational and educational purposes. Job availability, requirements, compensation, interview stages, work arrangements and recruitment details may change. Candidates should verify the latest information directly with Genpact or the recruiting team before applying. Never pay money to anyone in exchange for a job or interview opportunity.