Lead - Help Desk

Job Description:
Sutherland is seeking an attentive and goal-oriented person to join us as a
assciate Prof. for IT Operations. 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!

Job Title:* GTI Associate & Associate Professional-Infrastructure
Department: GTI - Deskside Support
Reports To:* Associate Manager / Manager

Role Purpose (overall high level summary of the role)
* To 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.
* Strict Compliance to agreed SLA for issue resolution.
* On Call 24x7

Principal Accountabilities:
* 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.

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  Day to Day Support :

  
  


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  Daily system maintenance checks prior to the operation/business opening hours, with ongoing support during operational hours.

  
  


• Reports all unusual occurrences to the immediate superior.


• Participates in problem management and promptly escalates faults in line with set procedures to the correct support agency and resolves the problem in a timely manner without affecting Business. This includes collection of info and monitors on frequently occurring problems and reports these issues to the relevant groups (GSD, SMEs, etc) in order to resolve them, and ensures all of these are made known to the Management team (Duty Manager, Site Lead, Site Manager)


• Responsible for creation and Maintains all system related work aid/manuals and guides.


• Hardware/software installations are undertaken in a planned and controlled manner and anomalies escalated to the Duty Manager/Site Lead in a timely manner.


• Ensure that all systems requirement are met for Ramp Plans / new Program or Business Migrations in coordination with the Business Migration team / Global Transition team and Clients.


• Ensure all users are able to access their workstation with required privileges for day-to-day operations.


• Provides timely support to users.


• Responsible for hardware and support to users according to the business requirement.


• Ensures a personal level of customer service with all internal customers, clients and vendors and partners in the development of revenue generating plans and programs.


• Interacts with internal clients on all levels to help resolve IT-related issues and provides answers in a timely manner. This includes Relationship Management, Communications, Meetings, and floor walks. Working with them and prioritizing helpdesk ticket response and face to face follow-up with internal customers to drive Service Level Agreements.


• Performs routine preventive maintenance on hardware and software, to include desktops, laptops, copiers, faxes, scanners, telephones, bar-code scanners, thin clients and other technologies.


• Prepares laptops for all associate levels, from trainers to 'C' level executives, to include hands-on training/technology tutorials to ensure more than satisfactory comfort levels.


• Works hand in hand with the SMEs/Level ‎2 Engineers for the required works that needs to be done on-site in accordance with the Scope of Work, client and program requests. These include changes (RFCs), deployment, transfers, etc of equipment and the required infrastructure (Telephony, IP Network Equipment, Servers, etc).


• Participates in emergency maintenance or Business Continuity/Disaster recovery as needed in the event of critical outages to ensure productivity impact is minimized; includes working onsite directly with the relevant teams (SMEs, Admin, Security, etc).


• Participates in Asset management. Ensure Assets are maintained and tracked accordingly by following the Standard Operating Procedures for such.


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  Performs Housekeeping routines are being done all throughout the shift (Start of Day, End of Day, etc.) Ensuring operational integrity is maintained at all times

  
  


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  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.

Qualifications:

Education / Relevant Experience / Other Qualifications (e.g. Knowledge,
Skills, Professional Qualifications required)

(For the role _ - not the role holder. Minimum requirements of the role)_

• 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.

Pre-requisites:
* MCP, MCSA Certification, etc preferred, with ‎2 -‎5 years of Experience in a relevant field.
* Technical experience with Windows Operating Systems, Active Directory, Virtualization technologies, Voice over IP and IP technologies, Antivirus systems, etc.
* Familiar with standard concepts, practices, and procedures within information technology.