IT - Helpdesk Expert

Company Description

Sutherland is seeking a reliable and detail-oriented person to join us as Lead - GTI Specialist. 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

**Job Description**:
In this role, you will get to:

- 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
- 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**:

- 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.

Additional Information

All your information will be kept confidential according to EEO guidelines.