- Job Role: Helpdesk Associate Manager.
- Degree: Any Graduate Can Apply.
- Company: Sutherland Global Service
- Salary: RS 31,000 per Month Approx.
- Location: Work From Home (Remote).
- Experience: Freshers/Experience both Eligible.
About Us: SUTHERLAND
Sutherland is a global business process outsourcing (BPO) company that provides innovative and comprehensive business solutions to its clients. We are currently seeking a skilled and experienced Helpdesk Associate Manager to join our team. The ideal candidate will have a strong background in IT support, excellent leadership skills, and a passion for providing outstanding customer service.
Job Overview: Helpdesk Associate Manager
As a Helpdesk Associate Manager at Sutherland, you will be responsible for overseeing a team of helpdesk associates, ensuring efficient and high-quality IT support services to our clients and internal stakeholders. You will collaborate with other managers, analyze performance metrics, develop training programs, and foster a positive and productive work environment.
Key Responsibilities:
Team Management:
- Supervise, train, and mentor helpdesk associates to ensure they provide excellent customer service.
- Schedule and coordinate shifts, manage workload, and optimize team resources.
- Conduct performance evaluations and provide constructive feedback to team members.
Technical Support:
- Assist helpdesk associates in resolving complex technical issues and provide escalation support when necessary.
- Stay up-to-date with the latest IT trends and technologies to provide expert guidance to the team.
- Collaborate with the technical team to resolve persistent technical issues and improve service quality.
Customer Service Excellence:
- Maintain a high level of customer satisfaction by ensuring prompt and accurate resolution of customer issues.
- Implement and enforce service standards and procedures to enhance customer experience.
- Handle escalated customer complaints and work towards effective resolution.
Data Analysis and Reporting:
- Analyze helpdesk performance metrics, identify trends, and generate reports for management review.
- Use data-driven insights to optimize processes, improve efficiency, and enhance customer satisfaction.
Training and Development:
- Develop and deliver training programs to helpdesk associates to enhance their technical skills and customer service abilities.
- Conduct regular training sessions to keep the team updated with the latest tools, techniques, and company policies.
Collaboration:
- Collaborate with other departments and teams to address cross-functional issues and improve overall company performance.
- Work closely with the IT department to provide input on system improvements and enhancements.
Skills Required:
1. Technical Proficiency:
- IT Knowledge: A strong understanding of various IT systems, hardware, and software. Knowledge of operating systems (Windows, macOS, Linux) and common business applications.
- Troubleshooting Skills: Ability to diagnose and resolve technical issues efficiently. Familiarity with troubleshooting tools and techniques.
- Network Knowledge: Understanding of basic networking concepts, protocols, and configurations.
- Security Awareness: Knowledge of cybersecurity best practices and awareness of potential security threats and vulnerabilities.
2. Leadership and Management:
- Team Management: Experience in leading and managing a team of helpdesk associates. Ability to schedule shifts, assign tasks, and monitor team performance.
- Mentoring and Coaching: Capability to mentor team members, provide guidance, and offer technical training to enhance their skills.
- Decision-Making: Strong decision-making skills, especially in high-pressure situations, to ensure quick problem resolution.
- Conflict Resolution: Ability to handle conflicts within the team and mediate disputes effectively.
3. Customer Service:
- Empathy: Empathetic understanding of customer concerns and the ability to provide excellent customer service. Patience and a positive attitude are essential.
- Communication Skills: Excellent verbal and written communication skills. Ability to explain technical concepts to non-technical users clearly and concisely.
- Active Listening: Ability to actively listen to customer issues, ask relevant questions, and demonstrate genuine concern for problem resolution.
4. Analytical and Organizational:
- Analytical Skills: Strong analytical skills to assess technical issues, analyze data, and identify patterns or trends.
- Organizational Skills: Ability to prioritize tasks, manage workload efficiently, and ensure that all customer issues are resolved promptly.
- Documentation: Proficiency in documenting helpdesk procedures, issue resolutions, and maintaining an organized knowledge base.
5. Adaptability and Learning:
- Adaptability: Ability to adapt to new technologies, software, and changing customer needs. Willingness to learn and stay updated with the latest IT trends.
- Problem-Solving: Creative problem-solving skills to address unique and complex technical challenges.
6. Interpersonal Skills:
- Teamwork: Ability to work collaboratively with other departments and teams within the organization.
- Professionalism: Demonstrated professionalism in handling confidential information, interacting with clients, and representing the company.
7. Certifications: Helpdesk Associate Manager
Relevant certifications such as CompTIA A+, CompTIA Network+, ITIL Foundation, or vendor-specific certifications can be advantageous and demonstrate expertise in specific areas.
Qualifications:
- Bachelor’s degree in Information Technology, Computer Science, or related field.
- Proven experience in IT support, with a strong understanding of helpdesk operations.
- Previous experience in a supervisory or managerial role, demonstrating leadership and team management skills.
- Excellent communication skills, both verbal and written.
- Strong problem-solving abilities and a customer-focused mindset.
- IT certifications (such as CompTIA A+, ITIL, or similar) are a plus.
How to Apply:
Interested candidates can apply through the Sutherland Global Service careers portal by submitting their resume and a cover letter outlining their relevant experience and skills.