Senior Associate - IT Helpdesk

Company Description

Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.

We work with businesses across a broad range of industries, including Banking & Financial Services, Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, Technology, Travel & Hospitality, and Logistics.

Job Description

To act as the central point of contact between the user and IT Service Management. To handle incidents and requests and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity. We are a group of dynamic and driven individuals. If you are looking to build a fulfilling career and are confident you have the skills and experience to help us succeed, we want to work with you!

Senior Associates in this role get to:

• Enable the workforce:  Act as point of contact for all technical related issues and requests. Provide appropriate customer service. Drive all tickets to closure on time. Handle calls & tickets within the defined SL.
• Support the team: Build good rapport with the customers as well as within team.
• Keep management updated: Keep management updated on major outages being reported to GSD.
• Help others: Work as a team and help each other with issues/requests that need to handled daily basis.

Qualifications

1. Excellent communication Skills (Verbal and Written)
2. Good knowledge on Windows OS troubleshooting, MS Office application.
3. Basic Hardware troubleshooting skills
4. Willing to work on in night shifts
5. Willing to assist our internal customers over the phone
6. Understanding of Active Directory Services, it will be an added advantage if the candidate possesses MCP certification
7. ITIL Foundation Certification is a Value added.
8. To provide time critical support to our internal employees ensuring maximum efficiency to achieve customer satisfaction.
9. Document all Service Desk interactions in the form of incident (Phone/Web/Walk-in).
10. Ensures all Tickets Processed, handled accordingly, and documented.
11. Active Directory User Management as a Day-to-Day Activity.
12. Graduate in any stream can be considered for the position.

Additional Information

Tier 2 Technicians role is that of providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.