Genpact, an industry leader in global services and technology, has extensive experience in providing IT Help Desk services. Genpact helps enterprises deliver uninterrupted high performance service with greater productivity at lower costs to their clients. With its global single-point-of-contact Help Desk, robust Lean Six Sigma methodology and extensive analytics, Genpact enables its clients to achieve overall IT cost reduction (not just Help Desk costs) through enhanced remote resolution (up to 70 percent) and offers year-on-year productivity improvements by as much as 5-10 percent.

Genpact provides 24/7 multi-lingual customized global support to IT users in over 25 languages through a global delivery network of more than 35 operations centers. We provide Help Desk services with access through email, voice and web chat.

  • L1 Help Desk
    • Basic triaging and full call ownership
    • Resolution of IT support (MS Office, Application and Printer) queries
    • Support for first level resolution, password resets, core load troubleshooting and administration
    • End user training, mainframe user administration and remote connectivity

  • L1.5 Help Desk
    • Remote L2 support
    • Export control
    • Web operations L1
    • Outage management



  • Beyond meeting and exceeding SLAs that determine the health of help desk operations, Genpact drives end-to-end business outcomes through an enterprise-wide view
  • “Continuous” cost out using Genpact's unique “ShiftLeftSM” approach to reduce costs and enhance value
  • Deliver best-in-class service—the “face” of IT



Genpact created “One Desk” framework for a leading Global Conglomerate, which helped them to achieve a centralized governance structure across geographies delivering a net savings of 40 percent.