{"id":2597507,"url":"https://alion.io/job/sutherland-senior-associate-it-helpdesk","title":"Senior Associate - IT Helpdesk","company":{"id":6648,"name":"Sutherland","domain":"sutherlandglobal.com","url":"https://alion.io/company/sutherland","size_band":"201-500","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"SmartRecruiters","truth_index":{"grade":"B","score":80,"open_postings":46,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":20,"computed_at":"2026-10-15T05:46:00Z"}},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_countries","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Chennai, India"],"countries":["IN"],"hiring_countries":["IN"],"hiring_countries_total":1,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":19000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":721},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"Incident Management","optional":false},{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"Model Context Protocol","optional":false},{"name":"Service Desk","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-15T07:30:51Z","employer_posted_date":"2026-10-15","last_verified_at":"2026-10-15T11:43:12Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Sutherland is an experience-led digital transformation company that can help your business achieve non-linear growth by delivering exceptionally engineered experiences for your (very human) customers and employees. We do this by combining human-centered design with the scale and accuracy of real-time analytics, AI, cognitive technology and automation.\nWe work with businesses across a broad range of industries, including Banking & Financial Services, Insurance, Healthcare, Retail, Telecommunications, Media & Entertainment, Technology, Travel & Hospitality, and Logistics.\n To act as the central point of contact between the user and IT Service Management. To handle incidents and requests and provide an interface for other activities such as Change, Problem, Configuration, Release, Service Level, and IT Service Continuity. We are a group of dynamic and driven 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!\nSenior Associate in this role get to:\nEnable the workforce: Act as point of contact for all technical related issues and requests. Provide appropriate customer service. Drive all tickets to closure on time. Handle calls & tickets within the defined SL.\nSupport the team: Build good rapport with the customers as well as within team.\nKeep management updated: Keep management updated on major outages being reported to GSD.\n Help others: Work as a team and help each other with issues/requests that need to handled daily basis.\n Excellent communication Skills (Verbal and Written)\nGood knowledge on Windows OS troubleshooting, MS Office application.\nBasic Hardware troubleshooting skills\nWilling to work on in night shifts\nWilling to assist our internal customers over the phone\nUnderstanding of Active Directory Services, it will be an added advantage if the candidate possesses MCP certification\nITIL Foundation Certification is a Value added.\nTo provide time critical support to our internal employees ensuring maximum efficiency to achieve customer satisfaction. \nDocument all Service Desk interactions in the form of incident (Phone/Web/Walk-in).\nEnsures all Tickets Processed, handled accordingly, and documented.\nActive Directory User Management as a Day-to-Day Activity.\nGraduate in any stream can be considered for the position.\n Tier 2 Technicians role is that of providing first level support through taking calls and handling the resulting incidents or Service Requests, using the incident management and request fulfillment processes, in line with Service Desk objectives.","description_format":"text","description_chars":2611,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"English","level":"All levels","optional":false}]},"benefits":[],"hiring_locations":[{"name":"India","iso":"IN","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Business Process Outsourcing (BPO)","Call Center Services"],"lifecycle":[{"event":"open","at":"2026-10-15T07:32:13Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["conf:1","win:early","comp:brand"],"computed_at":"2026-10-15T13:04:39Z"},"pay":null,"html_url":"https://alion.io/job/sutherland-senior-associate-it-helpdesk","json_url":"https://alion.io/job/sutherland-senior-associate-it-helpdesk.json","meta":{"generated_at":"2026-10-15T13:04:39Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":20125,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-16T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":6648},"rest":"https://alion.io/mcp/rest/get_company?id=6648"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsutherland-senior-associate-it-helpdesk"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsutherland-senior-associate-it-helpdesk"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsutherland-senior-associate-it-helpdesk"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/sutherland-senior-associate-it-helpdesk\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsutherland-senior-associate-it-helpdesk"}]}