Senior IT Support Facilitator

Sanmina; Chennai District; On-site; INR 350,000 - 500,000; Full time

Job summary

Sanmina is seeking a Help Desk Coordinator in Chennai, India, to provide basic and Level I IT support to users and external customers. Candidates should possess a degree in Engineering, Science, or Arts and display excellent communication and analytical skills.

The role includes managing tickets, troubleshooting issues, and working collaboratively with support teams to ensure efficient service. Prior experience in a call center is a plus. Join us to contribute to our IT support environment.

Qualifications

• Bachelor's degree in a relevant field preferred.
• Prior call center experience is an added advantage.
• Excellent written and spoken communication skills.

Responsibilities

• Provide Level I support to IT Groups and external clients.
• Route and reassign tickets for Level II assistance.
• Maintain IT tickets within SLA expectations.

Skills

Analytical skills

Communication skills

Logical reasoning

Education

University degree in Engineering, Science, or Arts

Tools

Basic knowledge of SQL

Familiarity with Active Directory

Job description

Job Description

Help Desk Coordinator 3

• Provide basic and Level I support to all IT Groups and external customers/suppliers as required – Shift based (24/7) across 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 received before routing it 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 minimal supervision.
• Maintain a high level of patience and deal with users, requesters, and 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.
• Administer the Help Desk application for business owners.
• 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.
• Have fundamentals of Active Directory.
• Have fundamentals of VPN.
• Process Smart Vault, Rapid Response, Oracle, Connex, FTP requests.
• Provision employees (onboarding/offboarding) by facilitating user account support.
• Responsible for 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.
• Have a strong understanding of prioritization stemming from elicitation of system and/or user requirements.
• Incident management and coordinating 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 stay up to date on any changes.
• Manage and prioritize the requests queue.
• Help Desk Coordinator (Levels 1 through 4): Screen, refer, and diagnose internal inquiries and work requests related to maintenance of personal computers and related systems; may prepare help‑desk incident reports and assist in hardware and software evaluation.

Qualifications

• University degree in Engineering, Science, or Arts—granted keen on working in a support environment.
• Prior call centre experience is an added advantage.
• Basic knowledge of computers.
• Good analytical skills.
• Proficient 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.
• Graduation or above with interest in customer handling.