Senior Associate - IT Helpdesk

Sutherland is a global digital transformation and business process outsourcing leader that helps enterprises accelerate growth through AI, automation, cloud, and analytics. With a presence in more than 30 countries and a workforce of over 100,000 professionals, Sutherland partners with Fortune 500 companies across banking, insurance, healthcare, retail, telecom, media, travel, and logistics. The company’s culture blends human‑centred design with cutting‑edge technology, enabling clients to deliver seamless, personalized experiences for both customers and employees.

Its commitment to continuous learning, innovation, and operational excellence makes it a sought‑after employer for fresh talent looking to build a career in IT services.

The role of Senior Associate – IT Helpdesk is the first line of defence for internal users facing technical issues. As a remote‑first position, the associate will act as the central point of contact for incident and service‑request management, ensuring that tickets are logged, prioritized, and resolved within defined Service Level Agreements (SLAs). The job demands strong communication skills, a customer‑centric mindset, and the ability to troubleshoot Windows OS, Microsoft Office, basic hardware, and Active Directory problems.

Working in night shifts, the associate will support a 24x7 operation, collaborating closely with senior engineers, change managers, and problem‑management teams.

Key Responsibilities

• Receive, log, and acknowledge all inbound calls, emails, and web tickets related to IT incidents and service requests.
• Perform first‑level troubleshooting for Windows OS, MS Office suite, peripheral devices, and network connectivity issues.
• Manage user accounts, password resets, and group memberships in Active Directory on a daily basis.
• Escalate complex incidents to Tier‑2/3 teams while providing detailed diagnostics and reproduction steps.
• Ensure tickets are resolved within SLA targets and update status regularly for transparency.
• Document all interactions, resolutions, and work‑arounds in the ticketing system (ServiceNow/ITSM).
• Communicate outage information and status updates to end‑users and management promptly.
• Participate in shift hand‑over meetings, sharing knowledge and highlighting recurring issues.
• Assist in periodic maintenance activities, such as patch deployments and hardware inventory checks.
• Contribute to knowledge‑base articles to improve self‑service capabilities for the workforce.

Tech Stack & Tools: Windows 10/11, Microsoft Office 365, Active Directory, ServiceNow (or similar ITSM tool), basic networking (TCP/IP, DNS), remote desktop utilities, ticketing dashboards, and standard hardware troubleshooting kits.

Growth Path: Starting as a Senior Associate, high performers can progress to Tier‑2/3 Support Engineer, IT Service Management Analyst, or specialize in areas like Cybersecurity, Cloud Operations, or ITIL Process Owner. Sutherland’s internal learning platform and certification sponsorship (e.g., MCP, ITIL) accelerate career advancement.

Why Join Sutherland? The company offers exposure to global clients, a collaborative remote work environment, and a clear roadmap for skill development. Fresh graduates gain hands‑on experience with enterprise‑grade tools, mentorship from seasoned professionals, and the chance to be part of a culture that values innovation, diversity, and employee well‑being.