Lead Analyst - Service Desk S

Ready to turn bold ideas into real-world impact?
At Genpact, we don’t just adapt to change, we lead it. AI and digital innovation are transforming the way businesses work, and we’re at the forefront of it. Genpact’s AI Gigafactory, our industry-first accelerator, exemplifies how we scale advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. Whether tackling complex challenges through large-scale models or agentic AI, our breakthrough solutions tackle companies’ most complex challenges.

If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what’s possible, this is your moment.

Genpact (NYSE: G) is an agentic and advanced technology solutions company. We leverage process intelligence and artificial intelligence to deliver measurable outcomes. With a strong partner ecosystem and decades of client trust, we provide innovative solutions that transform how businesses run. Powered by a team with an active learning mindset and client centricity at its core, we deliver lasting value for the world’s leading enterprises.
Get to know us at genpact.com and on LinkedIn, YouTube, X, and Facebook.

Job Description

Responsibilities: - Develop and maintain IT Service Management policies and procedures; - Lead and coordinate IT service improvement initiatives; - Monitor and analyze IT service performance metrics; - Provide guidance and support to IT Service Desk teams; - Collaborate with cross-functional teams to ensure alignment with IT service objectives; - Implement ITSM best practices and standards; - Conduct IT service audits and compliance assessments; - Identify areas for process optimization and automation; - Develop and deliver ITSM training programs for staff; - Stay up-to-date with industry trends and advancements in ITSM practices. - Develop and maintain IT Service Management policies and procedures; - Lead and coordinate IT service improvement initiatives; - Monitor and analyze IT service performance metrics; - Provide guidance and support to IT Service Desk teams; - Collaborate with cross-functional teams to ensure alignment with IT service objectives; - Implement ITSM best practices and standards; - Conduct IT service audits and compliance assessments; - Identify areas for process optimization and automation; - Develop and deliver ITSM training programs for staff; - Stay up-to-date with industry trends and advancements in ITSM practices.

Qualifications

Bachelors - Computer Engineering, Bachelors - Database Management, Bachelors - Information Systems, Bachelors - Information Technology, Bachelors - Network Engineering

Certifications

ITIL Foundation - AxelosAxelos

Required Skills

Agile Methodology, BIZ dedicated, Business Continuity Planning (BCP), Client Relations, Collaboration Tools, Design Thinking, Engineering Services, Executive Presence, Field Support, Inclusion, IT Service Desk, Mac OS Support, People Leadership, Personal Effectiveness, Risk Management, Storytelling, Workplace Services

Language

English, Spanish

Language Proficiency -

Proficient - C2

Additional Job Location -

Job Type

Regular

Master Skill List -

Service Desk S

Remote Type -

Office

Work Shift -

Day Job (Mexico)