Senior IT Support Facilitator

Sanmina-SCI Systems de México; Chennai District; On-site; INR 334,800 - 558,000; Full time

Job summary

A leading technology solutions provider is seeking a Help Desk Coordinator to provide IT support to internal and external customers. The candidate will handle Level I support, manage ticketing processes, and maintain high communication standards. Candidates should have a university degree and proven analytical abilities. Prior experience in a support environment is advantageous. This role demands effective problem-solving skills and the ability to work independently and within a team.

Qualifications

• Graduation and above with interest in customer handling.
• Prior call center experience would be an added advantage.
• Strong communication skills to handle all level end-users.

Responsibilities

• Provide basic and Level I support to all IT Groups and external customers.
• Route and reassign tickets to the right group for level II activities.
• Log tickets, track progress, update and close tickets as per status.
• Educate users on any outages or emergencies.
• Manage accounts and troubleshoot desktop/browser related issues.

Skills

Analytical skills

Communication skills

Problem-solving

Logical reasoning

Customer handling

Education

University Degree – Engineering / Science / Arts

Tools

Basic computer knowledge

SQL

Data Studio

Job description

Help Desk Coordinator 3

Duties Of Position

• Provide basic and Level I support to all IT Groups and external customers/suppliers as required – Shift based (24/7) 3 shifts.
• Provide both voice and non-voice based support.
• Route and reassign tickets to the right group for level II activities.
• Apply sufficient analysis after gathering required information from the requester for every ticket/issue before routing to appropriate teams.
• Judge and prioritize issues and contact Decision support whenever needed.
• Follow up on high priority issues and ensure the assignee has updated the Corrective Action Plan (CAP) in the ticket.
• Understand each process/workflow and perform accordingly with less supervision.
• Maintain high level of patience and deal with users/requesters/clients with the correct attitude.
• Manage accounts and troubleshoot desktop/browser related issues.
• Coordinate with different support groups during incident management.
• Educate users on any outages or emergencies created in Change Control Notification.
• Serve as business owner or administer the Helpdesk application.
• Handle user queries and support activities.
• Provide shift cover, including weekends, on a rotating basis.
• Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
• Escalate problems to appropriate individuals/groups based on established guidelines and procedures.
• Provide basic IT support to internal end-users and external customers/suppliers as required.
• Work independently and within a team environment.
• Fundamentals of Active Directory.
• Fundamentals of VPN.
• Process Smart Vault, Rapid Response, Oracle, Connex, FTP requests.
• Provision employees (onboarding/offboarding) by facilitating user account support as required.
• Log tickets, track progress, update and close tickets as per status.
• Maintain IT tickets within their SLA expectations.
• Answer user queries and service requests in the ticketing system.
• Understand prioritization stemming from the elicitation of system and/or user requirements.
• Incident management and coordinate with support teams to provide follow‑up and progress updates.
• Escalate as and when needed and monitor progress on critical and priority tickets.
• Strong communication skills to handle all level end‑users.
• Basic knowledge of SQL and Data Studio is an added advantage.
• Prepare accurate and timely reports.
• Knowledge and understanding of the process and be up to date on any changes.
• Manage and prioritize the requests queue.

Help Desk Coordinator (Levels 1 through 4): Screens, refers and diagnoses internal inquiries and work requests as they relate to maintenance of personal computers and related systems. May prepare help desk incident reports and assist in hardware and software evaluation. Note: May be internal and external client‑focused for company‑hosted web‑enabled solutions. Graduation and above with interest in customer handling.

Qualifications Required

• University Degree – Engineering / Science / Arts graduates keen on working in a support environment.
• Prior call center experience would be an added advantage.
• Basic knowledge of computer.
• Good analytical skills.
• Good in logical reasoning.
• Experience or exposure in service handling or customer handling.
• Excellent written and spoken communication.
• Systematic approach to problem‑solving.
• Report writing abilities.
• Ability to communicate effectively and work with all levels within the organization.