Senior Associate – IT Helpdesk

Sutherland

Senior Associate - IT Helpdesk providing technical support and acting as the central contact point for IT Service Management. Handling incidents, requests, and ensuring customer satisfaction.

Posted 5/12/2026full-timeRemote • 🇮🇳 IndiaSeniorWebsite

Tech Stack

Tools & technologies

ITSM

About the role

Key responsibilities & impact

Act as the central point of contact between the user and IT Service Management.
Handle incidents and requests and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity.
Act as point of contact for all technical related issues and requests.
Provide appropriate customer service.
Drive all tickets to closure on time.
Handle calls & tickets within the defined SL.
Build good rapport with the customers as well as within team.
Keep management updated on major outages being reported to GSD.
Work as a team and help each other with issues/requests that need to handled daily basis.

Requirements

What you’ll need

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.
Graduate in any stream can be considered for the position.

Benefits

Comp & perks

Employees can work remotely

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

Windows OS troubleshootingMS OfficeBasic Hardware troubleshootingActive Directory Services

Soft Skills

Excellent communication skillsCustomer serviceTeamworkBuilding rapport

Certifications

MCP certificationITIL Foundation Certification