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:
Sutherland is seeking a reliable and detail-oriented person to join us as GTI Lead / Help Desk professional. 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!
Duties and responsibilities:
- Provide helpdesk support and resolve problems to the end user’s satisfaction.
- Monitor service desk for tickets assigned to the queue and process first-in first-out based on priority.
- Modify configurations, utilities, software default settings, etc. for the local workstation.
- Utilize and maintain the helpdesk tracking software.
- Document internal procedures.
- Install and configure new workstations/laptops, peripheral equipment and software.
- Maintain inventory of all equipment.
- Report issues to direct manager for escalation.
- Manage PC setup and deployment for new employees using standard hardware, images and software.
- Assign users and computers to proper groups in active directory.
- Perform timely workstation hardware and software upgrades as required.
- Maintain information systems knowledge base,
- Support users on standard office system applications.
- Handle supplier’s communications for functional and/or technical support with regards to purchased software and hardware.
- Handel infrastructure, network cabling repairs, data center maintains requests
- Manage system users (access rights, permissions).
- Support a group of services (McAfee Antivirus, SCCM, WDS, etc).
- Handle the responsibility for all IT assets check inventory and Scan the assets.
- Manage all printers.
- Handle the responsibility for hardware issues on site (Laptops, Desktops, and Printers).
Qualifications:
- Excellent communication Skills (Verbal and Written)
- Good knowledge on Windows OS troubleshooting, MS Office application.
- Basic Hardware troubleshooting skills
- Willing to work on in night shifts
- Willing to assist our internal customers over the phone
- Understanding of Active Directory Services, it will be an added advantage if the candidate possesses MCP certification
- ITIL Foundation Certification is a Value added.
- To provide time critical support to our internal employees ensuring maximum efficiency to achieve customer satisfaction.
- Document all Service Desk interactions in the form of incident (Phone/Web/Walk-in).
- Ensures all Tickets Processed, handled accordingly, and documented.
- Active Directory User Management as a Day-to-Day Activity.
- Graduate in any stream can be considered for the position.
- Must have handled/supported team in their daily activity.
- Experience in floor support
Additional Information:
Must be able to work onsite.
