Duties Of Position : (include specific duties and responsibilities)
Provide basic and Level I support to all IT Groups and external customers/suppliers as required - Shift based (24/7) 3 shifts.
To provide both voice and non- voice based support.
Route and reassign the 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.
Ability to judge and prioritize the issues and contact Decision support whenever needed.
Follow up of high priority issues and ensuring whether the assignee has updated the Corrective action Plan (CAP) in the ticket.
Understand each process/work flow and perform accordingly with less supervision
Maintain high level of patience and deal with users/requesters/clients with the correct attitude
Managing the accounts and troubleshooting desktop/browser related issues
Coordinating with different support group during Incident management
Educating the users on any outages or emergencies created in Change Control Notification.
Business owners or administering the Help Desk application
- Handle user queries and support activities
- This role will require the individual to 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.
- Ability to work both independently and within a team workplace.
- Fundamentals of Active Directory.
- Fundamentals of VPN.
- Processing Smart Vault, Rapid Response, Oracle, Connex, FTP requests.
- Provision employees (onboarding/offboarding) by facilitating user account support as required.
- Responsible for Log ticket
📌 Senior IT Support Facilitator (Chennai)
🏢 SANMINA-SCI TECHNOLOGY INDIA PRIVATE
📍 Chennai
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