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Job Role: Sr. Associate – IT Helpdesk
Company: Sutherland
Location: Chennai (Remote option available)
Employment Type: Full-Time
Date Posted: Latest
Eligibility: Any Graduate
Experience: Freshers and Experienced candidates with IT Helpdesk skills
Company Overview
Sutherland is a global experience-led digital transformation company helping large enterprises deliver seamless customer and employee experiences. The company works across industries such as Banking, Financial Services, Insurance, Healthcare, Retail, Telecom, Media, Technology, Travel, Hospitality, and Logistics.
With a strong focus on AI-driven solutions, automation, real-time analytics, and human-centered design, Sutherland provides end-to-end digital transformation services to global clients.
Job Overview
The Sr. Associate – IT Helpdesk will act as the primary point of contact for all IT-related incidents and service requests. The role involves supporting internal users worldwide, troubleshooting issues, addressing technical queries, and coordinating with various IT teams to ensure smooth operations.
This position is ideal for candidates who want to start or grow their career in technical support, system administration, and IT service management.
Key Responsibilities
Incident & Request Handling
- Serve as the central point of contact for all IT incidents and service requests.
- Receive queries via phone, email, chat, and walk-ins.
- Categorize, prioritize, and record incidents in the IT Helpdesk system.
- Perform first-level investigation and diagnosis.
- Escalate issues to respective technical teams when required.
- Ensure handling of critical P1 and P2 incidents with proper escalation processes.
User Account & Access Management
- Create and manage user accounts in Active Directory.
- Handle computer account setups, common mailboxes, distribution lists, and security groups.
- Reset network passwords after proper verification.
- Create vendor and client accounts following business requirements.
Technical Support Responsibilities
- Provide global support to Sutherland employees.
- Handle level-1 tickets within agreed SLAs.
- Troubleshoot Windows OS issues, MS Office applications, and basic hardware problems.
- Support via ServiceNow, Skype, and email for worldwide teams.
Documentation & Reporting
- Log all service desk interactions properly.
- Ensure accurate documentation of incidents, resolutions, and follow-ups.
- Maintain compliance with ITIL processes and Helpdesk guidelines.
Required Qualifications
- Excellent communication skills (verbal and written).
- Good understanding of Windows OS troubleshooting and MS Office.
- Basic hardware troubleshooting knowledge.
- Willingness to work night shifts and support internal employees over phone/chat.
- Understanding of Active Directory is preferred.
- MCP certification is an added advantage.
- ITIL Foundation Certification is highly valued.
- Any graduate with relevant skills can apply.
- Should be comfortable to move to office if required.
Why Join Sutherland?
- Opportunity to work in a global IT environment.
- Exposure to Active Directory, ServiceNow, and enterprise-level support.
- Career growth towards System Admin, IT Support Analyst, or Tier 2 roles.
- Work-from-home flexibility with a chance to work with global teams.
How to Apply
Interested candidates can apply directly on Sutherland’s official career portal by searching for “Sr. Associate – IT Helpdesk” under Chennai location.
