- Santriya Technologies is seeking an AI-Enabled Helpdesk Coordinator to coordinate service requests and incidents through AI-assisted triage, knowledge retrieval and routing across product, facility or business operations.
- Product & documentation operating model: You will be assigned one or more company products, client solutions or operational services.
- The approved product documentation, SOPs, policies, process maps, knowledge articles, release notes, controls, scripts and AI runbooks are the source of truth.
- Use only approved enterprise AI tools to retrieve, summarize, draft, classify, prioritize or automate work.
- Validate material AI outputs against current documentation and authoritative system data, record exceptions, and escalate conflicts or missing guidance.
- Do not invent product features, prices, customer entitlements, engineering limits, regulatory positions or safety instructions.

Key Responsibilities:

- Monitor intake channels and ensure tickets contain required information, severity and ownership.
- Use AI classification and summarization to accelerate triage, validating priority and routing.
- Resolve standard requests from approved knowledge or coordinate specialists for non-standard issues.
- Track SLA, aging, dependencies and customer updates through closure.
- Manage incident handoffs and escalation communications with transparent chronology and evidence.




- Identify duplicate/repeat tickets and link them to known problems or knowledge gaps.
- Maintain knowledge articles and standard response templates under approval.
- Protect confidential information and apply least-privilege access.
- AI-enabled ways of working:
- Use approved GenAI copilots, enterprise search/RAG, analytics and workflow agents to reduce repetitive work and improve decision preparation.
- Keep prompts, outputs and automated actions within approved data-access, confidentiality and retention rules.
- Correct inaccurate summaries, classifications or recommendations before they become customer, operational or system records.
- Feed recurring AI errors, knowledge gaps and process friction into product, documentation and control improvement.
- Human accountability: AI is a copilot, not the accountable decision-maker.
- The role holder remains responsible for judgement, quality, privacy, security and appropriate escalation.
- Credit, fraud blocking, legal/regulatory, financial advice, safety-critical, clinical, employment and other high-impact decisions must follow delegated authority and required human review.
- Success Measures:
- Ticket routing and SLA attainment improve
- Backlog and reassignment reduce
- Knowledge reuse increases
- Incident records become clearer and more complete

📌 AI-Enabled Helpdesk Coordinator (Chennai)
🏢 Santriya Technologies
📍 Chennai