Associate Helpdesk

Providing Desktop L1 resources with 1 to 1.6 years of experience to Sutherland in a Time & Material engagement where Sutherland will utilize the resources for performing specific activities.

The scope of services for the GTI Operations (L1 level) resource provided by Contractor is as below:

1. Candidate must have very good communication skills (soft skills) both written and verbal.
2. First level hardware support for the End User side equipment and shall consist of diagnosing the problem and resolving it as appropriate. The use of cannibalization techniques is acceptable when and as required so as to minimize the expense of spare parts.
3. Support of the Desktop Operating System (OS”) ( Win 10 / Win 11) and End-User Application
4. Software Outlook /Office 365, Adobe, Open Office
5. Configuring Print Servers and resolving printing problems as requested and reported by end users.
6. Installing Software on the End-User Desktops, Thin Clients, and Laptops as needed.
7. Encryption of End Point / DLP using relevant application on Desktops and Laptops.
8. Patch Management on all Desktops / Laptops in line with SGS Patch Management Policy.
9. Performing any Installation, Move, Add or Change (IMAC) on End Points.
10. Liaison with the SMEs for Backup and Restore Services on Tapes/ Cloud based for Critical information and data as per SGS backup and Restoration Policy.
11. Liaison with Sutherland Suppliers for escalation of Level 2 and/or Level 3 activities for resolution and the development of Root Cause Analysis (“RCA”) reports.
12. Locate, Download & Install required drivers, software, patches, updates etc. as and when required.
13. Provide workaround /standby equipment / spare parts if the problem cannot be resolved within the Service Level Agreement (“SLA”) defined for a specific event.
14. Asset Management including maintaining Inventory information of Critical Assets for Asset
15. Management and Capacity Management purpose
16. Perform impact assessment for RFCs on Desktops, Laptops and Peripherals. 15. Coordinate with Site Leads and Site level teams on VC setup
17. Upkeep of Training / VC & Conference Rooms including Overhead Projectors, Interactive Displays, Cameras, Mics etc.
18. Ensure installation of Anti-Virus Software and update of signature files and updates periodically.
19. Coordination with Infosec team to implement the Information Security Controls including OS Hardening as mandated by SGS Information Security Policy.
20. Provide Hands and Eye support for Company provided handheld devices for Mail access /Collaboration tools such as Webex /Teams.
21. Support for Avaya / Cisco Extensions deployed on End User workstations.
22. The Shift hours for Engineers will be 9 hrs., with one weekly half, any additional working hours will be charged as per the below rate card.
23. Equipped to support Work from users with LogMeIn, etc. remote tools.
24. As per above SOW, the required resource will be an L1 Desktop Engineer with 1 to 1.6 years of Experience.
25. The Required resource will be required to log tickets with SGS service providers and follow up /track till closure.

Confidential

1. 1. Asset management: -
2. XXX will take the reasonable responsibility for missing assets/theft of the assets under this engagement in SGS is conclusively able to prove with proper details like CCTV recording or any other proof which can stand in court of law. In such a case, liability of XXX will be limited to the book value of the assets.
3. We recommend Asset Management location/Scrap Room/Go down/Stock Room etc. should be under Lock and Key of SGS employees and are monitored 24/7 under CCTV Surveillance for abnormal movement/detection of people/items.
4. XXX  will not be responsible for any engagement done directly with our employees by SGS employees like lending money to them, asking them to repair/service personal assets etc.