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!

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).

• 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

Must be able to work onsite.