Genesys empowers organizations of all sizes to improve loyalty and business outcomes by creating the best experiences for their customers and employees. Through Genesys Cloud, the AI-powered Experience Orchestration platform, organizations can accelerate growth by delivering empathetic, personalized experiences at scale to drive customer loyalty, workforce engagement, efficiency and operational improvements.
We employ more than 6,000 people across the globe who embrace empathy and cultivate collaboration to succeed. And, while we offer great benefits and perks like larger tech companies, our employees have the independence to make a larger impact on the company and take ownership of their work. Join the team and create the future of customer experience together.
IT Service Desk Specialist
Role Summary:
Genesys is seeking a highly motivated IT Services Specialist to join the Global Service Desk (GSD) team in Chennai. This role is responsible for delivering 24/7 technical support to employees worldwide, leveraging a hybrid model that combines human expertise with AI-driven support capabilities.
As the first point of contact for IT-related issues, you will deliver timely and effective resolutions while working alongside AI-powered tools, customer self-service solutions, live chat, and digital support platforms. You will play a key role in driving a modern, AI-first support experience, enhancing resolution time, quality, and overall end-user satisfaction.
Key Responsibilities:
Provide 24/7 support coverage (shift-based) for global end users via phone, live chat, self-service portals, and digital support platforms, email, and ticketing systems.
Escalate complex issues to appropriate Tier 2/3 teams when required Support user account management, including provisioning, deprovisioning, and access controls.
Provide support for collaboration and conferencing tools (Microsoft Teams, Zoom, Zoom Rooms, and similar technologies).
Required Qualifications:
Experience with Microsoft Teams, Zoom, Zoom Rooms, and other collaboration/video conferencing tools.
Preferred Qualifications:
If a Genesys employee referred you, please use the link they sent you to apply.
About Genesys:
Genesys® empowers more than 8,000 organizations worldwide to create the best customer and employee experiences. With agentic AI at its core, Genesys Cloud™ is the AI-Powered Experience Orchestration platform that connects people, systems, data and AI across the enterprise. As a result, organizations can drive customer loyalty, growth and retention while increasing operational efficiency and teamwork across human and AI workforces. To learn more, visit www.genesys.com.
Reasonable Accommodations:
If you require a reasonable accommodation to complete any part of the application process, or are limited in your ability to access or use this online application and need an alternative method for applying, you or someone you know may contact us at reasonable.accommodations@genesys.com.
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Genesys is an equal opportunity employer committed to fairness in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.
Please note that recruiters will never ask for sensitive personal or financial information during the application phase.
