Sutherland Work From Home Jobs 2023 SUTHERLAND IS RECRUITING FOR MULTIPLE ASSOCIATE MANAGER – IT HELP DESK (REMOTE) POSITIONS
Sutherland is thrilled to announce its 2023 recruitment drive for Associate Manager positions in IT Help Desk, with the option to work from the comfort of your home (WAH – Work at Home).
This is a private job update, and we encourage all eligible and interested candidates to submit their applications by the deadline of November 25, 2023.
To find out more about the Sutherland recruitment, including details on job openings, salary packages, application fees, selection procedures, educational requirements, results, age criteria, and other essential information, please read on for comprehensive information.
Official Notification & Application Sutherland Work From Home Jobs 2023
| Sutherland Work From Home Jobs 2023 Official Website Link | CLICK HERE |
| Sutherland Work From Home Jobs 2023 Official Notification Link | CLICK HERE |
| Sutherland Work From Home Jobs 2023 Official Apply Link | CLICK HERE |
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Quick Information About Sutherland Work From Home Jobs 2023
| Department Name | Sutherland |
| Category of this Job: | Private Jobs |
| Job Type : | Regular Work from Home Basis Job |
| Total Vacancies: | Various Vacancies |
| Name Of The Vacancy: | Associate Manager (IT Help-Desk). |
| Place Of Postings: | India / Remote Jobs |
| Application starting Date: | 19.10.2023 |
| Application Ending Date: | 25-11-2023 |
| Apply Mode On: | Online Mode Apply Very Easy No Fees |
Disclaimer:
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Vacancy details for Sutherland Work From Home Jobs 2023
Sutherland is in search of a dynamic and self-motivated individual to join our team as an Associate Manager for IT Helpdesk.
We are a team of motivated and diligent professionals. If you’re eager to establish a rewarding career and believe you possess the skills and expertise to contribute to our success, we invite you to collaborate with us!
Job Summary
As a Service Desk Manager (SDM), you play a pivotal role in overseeing the daily operations of the service desk, ensuring that users and business teams receive the assistance they need.
Beyond managing a potentially substantial team of support agents, you’ll oversee operations to guarantee timely ticket resolution and act as the liaison between the service desk and critical business initiatives.
Your responsibilities encompass maintaining smooth operations, meeting service level agreements (SLAs), and ensuring client satisfaction with the support they receive.
Your hands-on approach involves direct accountability for service desk performance.
Key Responsibilities
- Lead and manage a team of agents to meet project-specific SLAs.
- Oversee queue management and daily operations for staff providing technical support.
- Identify areas for agent development and provide coaching.
- Drive quality improvements and conduct Customer Satisfaction (CSAT) analysis.
- Ensure sufficient resources are available to handle call volume on a daily basis.
- Facilitate training and create learning opportunities for team members.
- Conduct regular team meetings and huddles to communicate process and quality updates.
- Perform performance appraisals for team members.
- Review and ensure adherence to standard operating procedures.
- Uphold service desk internal processes and procedures.
- Identify areas for process improvements and collaborate with the Process & Quality team to define and implement them.
- Monitor pending tickets and ensure timely escalation.
- Address emails from GSD leads in the Technology & Service Delivery team.
- Publish agent performance dashboards and conduct one-on-one sessions with agents based on performance.
- Schedule and manage shifts for agents in line with business requirements.
- Create daily and monthly reports of agent statistics and share them with the team for performance discussions.
- Conduct ticket audits.
Qualifications
- Proficiently manage, develop, and train the service desk team.
- Ensure comprehensive documentation, regular audits, and continuous improvement of service desk processes.
- Conduct and share results from service and operation performance reviews.
- Advocate for the service desk with senior management and establish it as a core business asset.
- Coordinate and manage all relevant stakeholders, including the support desk team, customers, and other teams involved in service desk operations.
- Manage the costs associated with running the service desk.
- Possess excellent communication and time management skills, along with proven problem-solving abilities.
- Work effectively as a team player in a close-knit environment.
- Proficiency in MS Office suite (MS Outlook, MS Word, MS PowerPoint, and MS Excel).
- Knowledge of Active Directory, Exchange, and SQL is an added advantage.
- Willingness to work night shifts and have varying days off.
- Any degree with additional technical certifications.
Additional Information
The primary responsibility of the service desk manager is to meet customer service and support performance targets and expectations.
This metric is the primary indicator of the service desk manager’s success, with all other responsibilities aimed at achieving this goal.
Official Notification & Application Sutherland Work From Home Jobs 2023
| Sutherland Work From Home Jobs 2023 Official Website Link | CLICK HERE |
| Sutherland Work From Home Jobs 2023 Official Notification Link | CLICK HERE |
| Sutherland Work From Home Jobs 2023 Official Apply Link | CLICK HERE |
| Sutherland Work From Home Jobs 2023 முழு விளக்கம் Video Link | CLICKHERE |
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