IT Helpdesk

Sutherland; Chennai District; On-site; INR 400,000 - 600,000; Full time

Job summary

Sutherland in Chennai seeks a Senior Associate - Help Desk to handle IT support for international clients. The role involves interacting with US customers, accepting night shifts, and ensuring timely production support for WAH users.

The candidate should have strong communication skills, technical grounding in Windows OS, AD, and remote tools, and willingness to work across shifts and sites as required.

Qualifications

• Excellent verbal and written communication.
• Experience handling US IT support calls.
• Willing to work night shifts.
• 3–8 years in a relevant field.
• Windows OS, hardware & networking knowledge.
• Familiar with Remote Tools: AD, RDP, LogMeIn, MSI, PowerShell.

Responsibilities

• Act as point of contact for technical issues for WAH users.
• Provide technical assistance to enable Service Delivery/Support users into production.
• Monitor the WAH queue and provide resolutions within SLAs.
• Respond to escalated emails and P1 incidents.
• Prioritize P1/P2 incidents for WAH users.
• Escalate unresolved issues to higher-level support as needed.
• Administer users in Windows Active Directory and internal apps.
• Configure/troubleshoot VPN/VDI/Softphone/Hard phone for WAH users.
• Maintain ITIL-based SLA adherence and KRAs.
• Document all customer interactions in the ticketing system.

Skills

Excellent communication

US customer support

Shift flexibility

Multitasking

Education

BSc in CS/CE/EC

Tools

Windows Active Directory

RDP

LogMeIn

PowerShell

Job description

Job Description

We are looking for immediate joiners with excellent communication skills, as the role involves interacting with international customers.Involves Night Shift

Job Title

Senior Associate -Help Desk

Department

Technology ServiceDesk

Reports To

Associate Manager / Manager Helpdesk RIM Team

Roles in RIM Team

• Act as point of contact for all technical related issues and requests for WAH users.
• Provide technical assistance through TFN by understanding the issues to enable Service Delivery/ Support users into production.
• Monitor and manage the WAH Queue and provide appropriate resolutions to maintain the agreed Service Level.
• Provide response / resolution for escalated emails and P1 incidents
• Priority should be provided for P1 & P2 incidents for WAH users
• Escalate unresolved issues to higher-level support or specialized teams as necessary.
• User Administration on Windows Active Directory and other internal applications for multi-tasking ability while handling customers on call and other modes of support.
• Configuring and Troubleshooting on VPN/VDI/Softphone/Hard phone for a WAH users Handle calls & tickets within the defined SL.
• Deliver SLAs based on ITIL standards adherence to their respective KRAs
• Document all customer interactions accurately in the ticketing system.
• Efficient problem resolution and maximize the system availability
• Maintain a positive attitude and always provide excellent customer service.

Education / Relevant Experience / Other Qualifications

• Excellent communication Skills (Verbal and Written)
• Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering is preferrable or any stream
• Understanding the needs of both internal and external customers and be committed to delivering an excellent service.
• Relevant call taking experience handling technical calls with the US customers for IT related support
• Dedication and ownership of handling request/incidents till closure
• Willing to work on different shifts and be assigned to other sites/location if required

Pre-requisites:

• Any technical certification is preferred, with 3 8 years of Experience in a relevant field.
• Communication should be excellent in voice / verbal as they handle US customers
• Technical experience with Windows Operating Systems and basic Hardware & Networking knowledge
• Technical knowledge in Server/ Virtualization and other technical stream would be an added advantage.
• Familiar with Remote Tools like Active Directory, RDP, LogMeIn, MSI, Power-shell script etc.;