IT Support Analyst – Senior Process Associate - German
Bucuresti, Romania
‎în urmă cu 18 ore


  • First level IT support for all technical services
  • SPOC for all incidents and requests
  • Ticket dispatching and qualification, gathering of necessary information
  • Major Incident Management (MIM)-Process (prio 1 and 2 tickets - performing handshake to On-Duty)
  • Active Directory Account and Groups Management
  • Handling of service requests regarding Microsoft Teams Groups, Shared Mailboxes, Distribution Groups and Room Resources
  • Basic Troubleshooting Client (Windows 10, MAC OS, M365 and WAN / LAN / VPN Troubleshooting)
  • Basic Troubleshooting Mobile Devices (iPhones, iPads)
  • Managing Print issues and open ticket by external provider
  • Performing Updates personal computers as required (Windows, Office and Security)
  • Regular Server Patche-Management
  • Supporting in Security issues and following security related instructions
  • Documentation and update the IT Knowledge Base and Self-Service User- Guides
  • 24x7 on call support as needed
  • Delivery of excellent service to consumers (internal and external)
  • Responsible for adhering to SLA’s
  • Analyze / Resolve incidents in Production, R&D, Customer Service Center, Supply Chain, Field Sales, Marketing Environment and several office departments
  • Application Permissions (request->
  • approve->

    set permissions and Support)


    Minimum qualifications

  • Relevant experience in IT, specifically in the support & ITIL environment
  • Expert knowledge and skills supporting Microsoft products
  • Must have experience in supporting Active Directory Services, Office 365 Tools, like Outlook, Teams, OneDrive, Word, Excel)
  • Strong troubleshooting skills to triage issues related to applications
  • Must be able to engage in problem-solving skills to help identify and solve potential issues
  • Preferred : Bachelors degree in Computer Science or similar field
  • High customer focus
  • Listens well and is flexible to perspectives of others
  • Strong communication skills and focus on results
  • Encouraged qualifications

  • Personal culture and client management expertise.
  • High motivation and ability to learn.
  • Ability to work under time pressure.
  • What can we offer?

  • Attractive salary;
  • Stable job offers - employment contract
  • Work in a multicultural and diverse environment with employees from over 30 countries
  • Genpact supports professional trainings and great career development opportunities
  • Free access to our award-winning learning platform
  • Benefits such as Meal Tickets, Medical Services, Insurance, additional vacation days or partner discounts
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