Sr. Assoc-Help Desk

Job Description:

Sutherland is seeking an attentive and goal-oriented person to join us as a
Senior Specialist for IT. You are joining Sutherland Global Services, a
global business transformation company offering an integrated set of back-
office and customer service support services.

One of the largest, independent transformation companies in the world,
Sutherland serves marquee clients in major industry verticals. With our head
office in Rochester, New York, USA, you will be part of our continuously
growing number of ‎38,000 professionals from over ‎61 global delivery centers
around the globe.
If you are an IT Specialist looking for a global career, do not miss this
opportunity at Sutherland!

As a Senior Specialist for IT, you will set the path to success by ensuring
that all workstations are accessible for the organization 's day-to-day
operations.

Qualifications:
Key Responsibilities:
* 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:
* Bachelor of Science in Computer Engineering, Computer Science or Electronics and Communications Engineering
* At least ‎2 to ‎3 years related work experience
* MCP, MCSA,MCSE, ITIL Certification or equivalent is a plus
* Technical experience with Windows Operating Systems, Active Directory, Cisco Networking, Virtualization technologies, Voice over IP and IP technologies, Antivirus systems, etc.
* Ability to work well with others in pursuit of business aims
* Ability to make realistic decisions and is willing to take the responsibility for acting on their own initiative
* High standards of integrity with the ability to motivate self/others towards continuous performance improvement and personal development
* Sound technical knowledge on related business areas
* Familiarity with standard concepts, practices, and procedures within information technology
* Willing to work on different shifts and be assigned to other sites/location if required