Job Description
Sutherland is seeking a reliable and detail-oriented person to join us as Professional- Helpdesk. We are a group of driven and hard-working 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!
Professionals in this role get to:
Provide the required support to the management team in ensuring seamless operation and support to the customers
Provide time critical support to system users within the business areas, ensuring maximum efficiency to achieve maximum customer satisfaction
Efficient problem resolution and maximize the system availability
Review the frequently faced system problems and work on the improvements
Identify pressure points and minimize risks
Contribute towards automation and minimizing issues by improving technology and reduce owner ship costs
Strictly adhere to the set procedures and follow the guidelines
Ensures strict compliance on agreed SLA for issue resolution
In Call 24x7
Security and Compliance / Business Integrity
Strictly adhere to the set procedures and follow the guidelines and fully aware of SGS security policies and company standards
Maintains integrity of systems
Documentation maintained to support compliance/IT Security and audit requirements
Ensures that the team member/staff are compliant to the policies and standards of SGS
Day to Day Support
Act as Shift Lead/Duty Manager in charge of managing the operations for the particular shift. This includes task distribution and monitoring of staff utilization
Handles Incident and Problem Management, ensuring Incidents are handled accordingly including escalations, working with the relevant groups involved until the issue has been resolved, providing updates on the progress of the Incident and Root Cause Analysis
Participates and introduce Service Improvement Plans
Provides guidance and support to the Desktop Engineers and acts as next level escalation.
Team Work
Coordinates with other Shift leads/Duty managers, SMEs, GSD, GTI colleagues, etc in day-to-day activities
Maintain a proactive approach within the team, communicate well, ensure Standard Operating procedures (escalations, etc) are followed, and contribute to the overall team Spirit
Knowledge and experience is shared with colleagues
Positive relationships are built and maintained with all parties
Be proactive in identifying opportunities to improve customer service
Communicate procedural changes/new initiatives are fully communicated to and implemented by the team and ensure its implementation
Share knowledge and experience with colleagues, providing assistance on referred/technical issues
Advise and guide the team in a constructive manner
Qualifications
Our most successful candidates will have:
MCP, MCSA,MCSE, ITIL Certification or equivalent preferred, with a minimum of 3 or 4 years of Experience in a relevant field
Familiar with Project Management and methodologies
Technical experience with Windows Operating Systems, Active Directory, Cisco Networking, Virtualization technologies, Voice over IP and IP technologies, Antivirus systems, etc
Familiar with standard concepts, practices, and procedures within information technology
Bachelor of Science in Computer Engineering/ Computer Science, Electronics and Communications Engineering
Understanding the needs of both internal and external customers and be committed to delivering an excellent service
Ability to work well with others in pursuit of business aims
Energy, enthusiasm and commitment to the business unit
Positive response to and recognition of the need for change
Ability to make realistic decisions and is willing to take the responsibility for acting on their own initiative
High standards of integrity and the ability to motivate self/others towards continuous performance improvement and personal development
Sound technical knowledge on the related business areas
Willing to work on different shifts and be assigned to other sites/location if required