Sutherland Work From Home | IT Help Desk Executive – Apply Now

Company : Sutherland
Location : Work From Home
Position : Help Desk
Salary : ₹ 2.75-4 Lacs P.A.
Experience : 1 – 5 years

Job description

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!

1. Escalate the incidents that cannot resolve within SLA to the respective Team 
2. Reset passwords for users network accounts after verifying personal details.
3. Handling calls/technical queries for Sutherland users globally 
4. Handling priority 1 Calls gathering the requested information from SD, Escalate incident to MIM team 
5. 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 
6. Creating/Managing user account, common mailbox, security group & distribution list in Active Directory
7. Creating/Managing computer accounts
8. Processing level1 tickets related to GSD Scope within agreed timescales 
9. Enabling the printer Access as per the request  
10. Creating and providing the share Folder Access to the Sutherland users for PHL & IND 
11. Creating Vendor Accounts for internal Support function team Sutherland globally 
12. Responding to the Email from support function team Sutherland globally 
13. Creating the Client Accounts as per the business requirements 
14. Addressing to all client related Emails from SGS client support

Qualifications

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 and rotational 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.

Sutherland Work From Home Good knowledge on Windows OS troubleshooting, MS Office application. Excellent communication Skills

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.