Sr. Associate - IT Helpdesk

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.

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!

• 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 

• 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.
• To provide time critical support to our internal employees ensuring maximum efficiency to achieve customer satisfaction.      
• Document all Service Desk interactions in the form of incident (Phone/Web/Walk-in).
• Ensures all Tickets Processed, handled accordingly, and documented.
• Active Directory User Management as a Day-to-Day Activity.
• Graduate in any stream can be considered for the position.
• We might move to office anytime, hence need to be ready for the same.

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.