Senior End User Support Specialist

Genesys

Chennai, India
On-site
24/7 end-user support
Ai-powered support tools
Itsm tools (servicenow)
Genesys is seeking a Senior End User Support Specialist in Chennai, India, to lead its Global Service Desk team. The role involves providing 24/7 technical support, ensuring operational continuity, and leveraging AI-driven tools to enhance user experience

Job Summary

  • This role is responsible for delivering 24/7 technical support to employees worldwide, while providing team leadership, roster management, and operational oversight within a hybrid model that combines human expertise with AI-driven support capabilities.
  • As the lead and primary point of escalation, you will ensure seamless service desk operations, maintain business continuity, and drive consistent service quality.
  • You will work alongside AI-powered tools, customer self-service solutions, live chat, and digital support platforms, playing a key role in advancing a modern, AI-first support experience that improves resolution speed, quality, and overall end-user satisfaction.

Matching Summary

Match Score: 85

Genesys is seeking a Senior End User Support Specialist in Chennai, India, to lead its Global Service Desk team. The role involves providing 24/7 technical support, ensuring operational continuity, and leveraging AI-driven tools to enhance user experience.

Skills & Requirements

Must-have

  • 24/7 end-user support
  • AI-powered support tools
  • ITSM tools (ServiceNow)
  • Windows and macOS support
  • Mobile device support (iOS, Android)
  • Collaboration tools support
  • User lifecycle management

Nice-to-have

  • continuous improvement initiatives
  • user-first mindset
  • empathy and collaboration

Key Requirements

  • 4-7 years of experience in IT support
  • Prior experience in a lead or senior role
  • Technical diploma or bachelor's degree
  • ITIL Foundation certification
  • Ability to work in rotational shifts

Work Rights

Not specified

Tailored Resume

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