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It Helpdesk
Company:

Sutherland Global Services Us, Jm, Ca



Job Function:

Customer Service

Details of the offer

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


Source: Jora

Job Function:

Requirements


Knowledges:
It Helpdesk
Company:

Sutherland Global Services Us, Jm, Ca



Job Function:

Customer Service

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