Sr. 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!

• 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

Qualifications

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.

Skills Required

Skype, Active Directory, Ms Office