At Genpact, we don’t just keep up with technology - we set the pace. AI and digital innovation are redefining industries, and we’re leading the charge. Genpact’s AI Gigafactory, our industry-first accelerator, is an example of how we’re scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to 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 advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
Role: Service Desk Analyst
Location: Montreal QC (onsite)
We are seeking a highly motivated and customer-focused Service Desk Analyst to join our team supporting a leading Investment Banking client in Montreal. This is a hands-on, client-facing role requiring a strong onsite presence, exceptional communication skills, and a passion for delivering an outstanding end-user experience.
The ideal candidate combines solid technical expertise with a proactive, service-first mindset. You enjoy solving complex technical challenges, thrive in fast-paced environments, and build strong relationships with stakeholders at all levels of the organization. As a trusted IT representative, you will play a critical role in ensuring seamless technology support for business users while maintaining the highest standards of professionalism, responsiveness, and customer satisfaction.
Responsibilities:
- Provide Level 1 and Level 2 support for hardware, software, network connectivity, mobility, and collaboration platform issues.
- Troubleshoot and resolve incidents related to Microsoft Windows, Microsoft 365, Active Directory, VPN connectivity, printers, mobile devices, conferencing solutions, and enterprise applications.
- Manage incidents and service requests received through phone, email, chat, walk-up support, and ticketing systems while meeting established service level agreements (SLAs).
- Accurately document troubleshooting activities, root cause findings, resolutions, and user communications within the ITSM platform.
- Deliver a high-touch, customer-centric support experience to business users, executives, and client stakeholders.
- Build trusted relationships through professionalism, effective communication, and responsiveness.
- Act as a primary point of contact for users, ensuring timely updates and clear communication throughout the support lifecycle.
- Provide white-glove support for VIP and executive users when required.
- Take ownership of incidents from initial reporting through successful resolution.
- Escalate complex technical issues to appropriate support teams while maintaining accountability and user communication.
- Collaborate with infrastructure, networking, cybersecurity, application support, and third-party vendor teams to drive issue resolution.
- Participate in major incident response activities and support business-critical service restoration efforts.
- Support onboarding, offboarding, user access provisioning, hardware deployment, workstation setups, and technology refresh activities.
- Create and maintain knowledge articles, support documentation, and standard operating procedures.
- Identify recurring issues and recommend process improvements to enhance operational efficiency and user experience.
- Contribute to continuous service improvement initiatives and technology rollouts.
Qualifications we seek in you!
Minimum Qualifications
- Graduate or postgraduate in Technology with Computers or Information Technology (IT) stream.
or
- A degree in Computer Science, IT, Systems Engineering or a related qualification.
Preferred Qualification:
Service desk analysts neutralize direct customer issues by supporting technical knowledge to fix software and hardware problems. Along with the skills below:
- Experience in an IT Service Desk, Technical Support, Desktop Support, or End User Computing environment.
- Experience supporting enterprise users in a corporate environment.
- Experience supporting executives, client-facing teams, or financial services organizations is considered a strong asset.
- Strong knowledge of:
- Microsoft Windows 10/11
- Microsoft 365 suite (Outlook, Teams, OneDrive, SharePoint)
- Active Directory and user account administration
- VPN and remote connectivity technologies
- Mobile device support (iOS and Android)
- Printing and peripheral device troubleshooting
- Enterprise collaboration and conferencing tools
- Experience utilizing ITSM platforms such as ServiceNow, Remedy, Jira Service Management, or similar ticketing solutions.
- Working knowledge of ITIL principles, including Incident, Request, Change, and Problem Management.
- Ability to troubleshoot hardware, software, application access, and connectivity issues independently with minimal supervision.
- Fluent English communication skills, both verbal and written.
- Bilingual proficiency in English and French is strongly preferred.
- The ideal candidate is someone who thrives on challenges, enjoys interacting with people, and takes pride in being the trusted face of IT support. You are known for your professionalism, positive attitude, technical aptitude, and ability to collaborate effectively with colleagues and client stakeholders. You bring energy, curiosity, and a commitment to continuous improvement while consistently delivering a superior support experience in a fast-paced Investment Banking environment
Why join Genpact?
- Lead AI-first transformation – Build and scale AI solutions that redefine industries
- Make an impact – Drive change for global enterprises and solve business challenges that matter
- Accelerate your career - Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
- Grow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
- Committed to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we build
- Thrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress
Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let’s build tomorrow together.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.
