Senior Associate – IT Helpdesk

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November 15

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Sutherland

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B2B • Artificial Intelligence • SaaS

Sutherland is a global company specializing in digital transformation and business process outsourcing services. They leverage advanced technologies such as Artificial Intelligence, automation, and cloud engineering to drive digital performance and optimize critical business operations. Sutherland offers a variety of services including digital CX, enterprise technology solutions, and intelligent automation across multiple industries such as banking, healthcare, and telecommunications. Their focus is on delivering measurable outcomes, enhancing customer experiences, and enabling business agility through innovative digital solutions.

10,000+ employees

Founded 1986

🤝 B2B

🤖 Artificial Intelligence

☁️ SaaS

💰 $300M Secondary Market on 2014-10

📋 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. • Act as single point of contact to track all IT related incidents and service requests on the Helpdesk system, whether received by phone, email, Walk in. • Categorize and prioritize incidents and Service Request. • Provide first-line investigation and diagnosis. • Escalate the incidents that cannot resolve within SLA to the respective Team. • Reset passwords for user’s network accounts after verifying personal details. • Handling calls/technical queries for Sutherland users globally. • Handling priority 1 Calls gathering the requested information from SD, Escalate incident to MIM team. • Handling priority 2 Calls gathering the requested information from SD, escalate incident by sending a communication email to concern Location IT OPS and MIM Team. • Creating/Managing user account, common mailbox, security group & distribution list in Active Directory. • Creating/Managing computer accounts. • Handling Chat support for Sutherland users globally through service now and skype. • Processing level1 tickets related to GSD Scope within agreed timescales. • Creating Vendor Accounts for internal Support function team Sutherland globally. • Responding to the Email from support function team Sutherland globally. • Creating the Client Accounts as per the business requirements. • Addressing to all client related Emails from SGS client support.

🎯 Requirements

• Excellent communication Skills (Verbal and Written) • Good knowledge on Windows OS troubleshooting, MS Office application. • Basic Hardware troubleshooting skills • Willing to work on in night shifts • Willing to assist our internal customers over the phone • Understanding of Active Directory Services, it will be an added advantage if the candidate possesses MCP certification • ITIL Foundation Certification is a Value added.

🏖️ Benefits

• Employees can work remotely