SUTHERLAND Hiring – Helpdesk Associate Manager Job | Apply Now |

• 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 in a timely manner.
• 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.

Click Here to Apply Online