Senior Associate - IT Helpdesk

Sutherland; Tamil Nadu; Presencial; INR 300 000 - 450 000; Tempo integral

Resumo da oferta

Sutherland in Tamil Nadu is seeking a Senior Associate to handle IT service desk incidents and requests, providing timely user support and incident closure. You will work nights, document interactions, and liaise with internal customers to maintain service quality.

The role emphasizes strong communication, AD knowledge, and teamwork in a fast-paced support environment. Graduate candidates with Windows troubleshooting skills and familiarity with MS Office will fit well; MCP/ITIL certifications

Qualificações

• Excellent written and verbal communication skills are mandatory.
• Good knowledge of Windows OS troubleshooting and MS Office.
• Basic hardware troubleshooting ability is required.
• Willing to work night shifts and assist internal customers over the phone.
• Experience with Active Directory and relevant certifications are valued.

Responsabilidades

• Act as the central point of contact for technical issues and requests.
• Provide timely customer service and drive tickets to closure within SL.
• Build rapport with customers and teammates to support operations.
• Inform management promptly about major outages impacting service.
• Document all service desk interactions as incidents or requests.

Conhecimentos

Excellent communication

Windows OS troubleshooting

Basic hardware troubleshooting

Night shift willing

Support internal customers over the電話

Active Directory awareness

Formação académica

Graduate in any stream

Ferramentas

MS Office

Active Directory Services

MCP certification

ITIL Foundation Certification

Descrição da oferta de emprego

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!

Senior Associate 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.

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.

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.