IT Service Desk Specialist

About Genesys

Genesys empowers over 8,000 organizations across more than 100 countries by delivering AI-powered customer experience orchestration. Their platform seamlessly integrates people, systems, data, and AI to enhance personalized service, operational efficiency, and customer relationships.

Role Overview

We are seeking a motivated IT Service Desk Specialist for the Global Service Desk team based in Chennai. This position entails providing 24/7 technical assistance to employees worldwide by combining human expertise with AI-enabled support tools. As the initial point of contact for IT concerns, you will work to resolve issues promptly while collaborating with AI virtual agents, live chat, self-service portals, and digital channels to enhance user satisfaction and resolution quality.

Key Responsibilities

• Deliver round-the-clock support through shifts, using phone, chat, email, digital portals, and ticketing tools.
• Troubleshoot hardware, software, network, and access-related problems.
• Encourage and support user self-service capabilities to allow independent resolution of common issues.
• Utilize AI-driven virtual agents and automation to expedite query handling and resolution.
• Validate and monitor AI-generated solutions to ensure accuracy and user contentment.
• Identify automation opportunities to improve repetitive task handling and digital experience.
• Use IT Service Management tools, such as ServiceNow, to manage incidents and requests efficiently.
• Meet prescribed SLAs and KPIs by ensuring timely issue resolution and escalate complex cases to higher support tiers when necessary.
• Manage user account life cycles including provisioning and access management.
• Provide technical support for Windows, macOS, mobile devices (iOS and Android), and enterprise applications.
• Assist users with collaboration tools including Microsoft Teams, Zoom, and Zoom Rooms.
• Troubleshoot VPN, remote access, and connectivity challenges.
• Maintain and enrich knowledge base materials used by AI and self-service systems.
• Participate in major incident management and outage communication protocols.
• Provide feedback to enhance AI models, knowledge articles, and support workflows.

Required Qualifications

• Technical diploma or bachelor's degree in IT, Computer Science, or related discipline.
• 2 to 4 years of experience in IT support, service desk, or helpdesk roles.
• Proficiency in Windows and macOS systems.
• Experience supporting mobile platforms (iOS and Android).
• Familiar with collaboration and conferencing platforms including Microsoft Teams, Zoom, and Zoom Rooms.
• Experience with ITSM tools, preferably ServiceNow.
• Hands-on knowledge of Azure Active Directory and Active Directory.
• Familiarity with endpoint management tools like Intune, Windows Autopilot, and JAMF Pro.
• Experience with Microsoft Office 365 / Microsoft 365 suites.
• Basic networking understanding covering TCP/IP, DNS, DHCP, and VPN technologies.
• Exposure to supporting users via live chat, self-service portals, and other digital channels.
• Experience working alongside AI and automation-based support systems such as virtual agents and chatbots.
• Strong analytical ability, including validating AI outputs effectively.
• Excellent verbal and written communication skills in English, with the capability to explain technical concepts clearly to all stakeholders.
• A strong service-oriented mindset focused on user experience.
• Willingness and capacity to work rotational shifts including nights, weekends, and holidays.

Preferred Qualifications

• ITIL Foundation certification is advantageous.
• Familiarity with AI/ML applications in IT operations like AIOps and automation platforms.
• Experience enhancing self-service, chatbot adoption, or digital support interfaces.
• Knowledge of cloud platforms such as AWS, Azure, or Google Cloud Platform.
• Basic scripting skills in PowerShell or Bash.
• Understanding of prompt engineering or AI-assisted troubleshooting tools.

Working at Genesys

• Work on AI technologies used by thousands of global organizations and contribute to over 150 AI enhancements launched recently.
• Experience a flexible-first work environment supporting diverse employee needs.
• Opportunities for growth through mentorship, education support, and leadership programs.
• Benefits include paid volunteer time, well-being resources, and family-friendly regional programs.
• Genesys holds Great Place to Work® certification across 17 countries with strong employee pride.

Additional Information

If accommodation is needed during the application process, contacting the company’s dedicated email assures a response within 24-48 hours. The employer is an equal opportunity organization that evaluates applicants irrespective of race, gender, age, disability, or other protected characteristics. Recruiters will not request sensitive personal or financial details during recruiting.