Lead - Help Desk

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.
- **Day to Day Support**:

- 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.
- 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
- **Team Work**
- Coordinates