IT Service Desk Specialist

About the role

Genesys is looking for an IT Service Desk Specialist to join its Global Service Desk (GSD) team in Chennai. You will be the first point of contact for employees worldwide, providing 24/7 technical support through phone, live chat, self‑service portals and ticketing systems while leveraging AI‑driven tools to improve resolution speed and quality.

Key responsibilities

• Provide shift‑based 24/7 support for global end users via multiple channels (phone, chat, email, ticketing).
• Diagnose and resolve hardware, software, network, and access issues across Windows, macOS, iOS, and Android devices.
• Support collaboration tools such as Microsoft Teams, Zoom, and Zoom Rooms.
• Manage user accounts, provisioning, de‑provisioning and access controls.
• Utilise ServiceNow for incident and request tracking, ensuring SLA compliance.
• Leverage AI virtual agents and automation to handle routine queries and improve efficiency.
• Monitor AI‑generated responses for accuracy and provide feedback to improve models.
• Document solutions and enrich knowledge‑base articles for self‑service and AI use.
• Participate in major incident response and escalation to Tier 2/3 teams when needed.

Required profile

• Technical diploma or bachelor’s degree in IT, Computer Science or related field.
• 2–4 years of experience in IT support, service desk or help‑desk roles.
• Strong knowledge of Windows and macOS environments.
• Hands‑on experience with mobile operating systems (iOS & Android).
• Familiarity with enterprise collaboration platforms (Microsoft Teams, Zoom).
• Experience using ITSM tools, preferably ServiceNow.

Required skills

• Windows OS
• macOS
• iOS
• Android
• ServiceNow
• Microsoft Teams
• Zoom / Zoom Rooms
• VPN and remote‑access troubleshooting
• Basic networking concepts
• AI‑powered virtual agent interaction