IT Service Desk Specialist

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Genesys

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

Founded 1990

💼 Consulting

🏥 Healthcare

🛡️ Insurance

Consulting • Healthcare • Insurance

Genesys is a leading provider of AI-powered experience orchestration solutions designed to deliver personalized experiences at scale. Their offerings include comprehensive contact center software, workforce engagement management solutions, and an open platform with cloud architecture. Genesys Cloud CX and EX platforms optimize both customer and employee experiences using intelligent automation and embedded AI, allowing seamless engagement across any channel. With a focus on various industries including banking, healthcare, retail, insurance, and government, Genesys assists organizations in transforming customer and employee interaction landscapes. Additionally, their AppFoundry Marketplace offers pre-integrated applications to extend platform functionalities.

📋 Description

• Deliver 24/7 global technical support through phone, live chat, self-service portals, and digital platforms, ensuring seamless user experience • Diagnose and resolve hardware, software, network, and access issues to minimize downtime and maintain productivity • Drive adoption of self-service tools and digital support channels to improve efficiency and reduce ticket volume • Leverage AI-powered virtual agents and automation tools to accelerate issue resolution and enhance service quality • Validate and refine AI-generated responses to ensure accuracy, relevance, and user satisfaction • Identify and implement automation opportunities that streamline repetitive support tasks and improve scalability • Manage incidents and service requests using ITSM tools such as ServiceNow, ensuring SLA and KPI adherence • Escalate complex technical issues to Tier 2 or Tier 3 teams while maintaining ownership and communication • Administer user accounts, including provisioning, deprovisioning, and access management across systems • Troubleshoot endpoint devices including Windows, macOS, iOS, and Android platforms • Support collaboration technologies such as Microsoft Teams, Zoom, and conferencing systems • Resolve VPN, remote access, and connectivity issues to support distributed workforce operations • Maintain and enhance knowledge base content to improve self-service and AI-assisted support capabilities • Participate in major incident response and contribute to timely communication during outages • Provide insights and feedback to improve AI models, automation workflows, and support processes

🎯 Requirements

• Technical diploma in IT, Computer Science, or a related field • 2 to 4 years of experience in IT support, service desk, or helpdesk environments • Strong expertise in Windows and macOS operating systems • Experience supporting mobile devices including iOS and Android • Proficiency with collaboration tools such as Microsoft Teams and Zoom • Experience using ITSM platforms, preferably ServiceNow • Hands-on experience with Azure Active Directory and Active Directory • Experience with endpoint management tools such as Intune, Windows Autopilot, or JAMF Pro • Proficiency in Microsoft 365 applications and services • Solid understanding of networking fundamentals including TCP/IP, DNS, DHCP, and VPN connectivity • Experience supporting users through digital channels such as chat and self-service portals • Exposure to AI-assisted support tools such as chatbots or virtual agents • Strong analytical and problem-solving skills, including the ability to assess automated outputs • Excellent written and verbal communication skills in English, with the ability to explain technical concepts clearly • Strong customer-focused mindset with a commitment to service quality • Ability to work rotational shifts including nights, weekends, and holidays

🏖️ Benefits

• Paid volunteer time • August Free Fridays • Well-being resources • Regionally tailored programs for employees and their families