Sutherland Global Services

Associate Manager - Global Service Desk

2 weeks ago
Job ID
2017-33317
Category
Information Technology - Help Desk
IN-Hyderabad

Overview

Sutherland is seeking an attentive and technical person to join us as an Associate Manager - Global Service Desk. We are a group of supportive 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

  • Influence the lives of others: Develop, train, and manage team members
  • Support the team: Remove obstacles that may be hindering individual and group progress
  • Shape workplace culture: Offer support, boost engagement, and inspire positive attitudes
  • Keep morale high: Ensure motivational programs are in place and encourage frequent recognitions
  • Keep management updated: Relay important information in the form of timely and accurate reports
  • Define Sutherland’s reputation: Oversee and manage performance and service quality to guarantee customer satisfaction
  • Impact the bottom line: Produce solid and effective strategies based on accurate and meaningful data reports and analysis and/or keen observations
  • Strengthen relationships: Establish and maintain communication with clients and/or team members; understand needs, resolve issues, and meet expectations

Qualifications

Education Requirements: Degree/Diploma in Computer Science, Information Technology or relevant field

Experience Requirements: Experience in Service Management tools and methodology; experience with Active Directory Management, Mailbox Management, and User account Management etc.; experience in Security Access Management methodology, process and procedures; shared folder creation and quota management; Identify and Security Access Management

 

To succeed in this position, you must:

 

  • Be able to work proficiently in MS Excel
  • Have ability to manage the support window of 24 x 7
  • Be customer-oriented in managing communications and issues
  • Be creative and resourceful in finding effective solutions to problems and situations
  • Be persistent in working through challenges and doing whatever it takes to get the job done
  • Be able to efficiently manage time and keep track of multiple schedules, meetings, and initiatives
  • Have demonstrated leadership skills; be able to take the lead in making improvements and resolving issues
  • Have strong analytical skills; be able to interpret data, identify trends, and make suggestions for improvements
  • Be pro-active in developing trust and professional rapport with employees and team members; work as a team-player
  • Have strong verbal and written communication skills; be able to communicate technical concepts in a clear, constructive, and professional manner to non-technical users

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