GTI Lead | Help Desk | Alexandria

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.

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!

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).

Requirements

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