Help Desk Coordinator

GENERAL SUMMARY

This position will offer end users and customers first-level support by email, voice, and chat. Answer and fix end-user-submitted Service Request tickets. Additionally, he/she will manage and facilitate effective

communication among different IT support teams. The support shift timings revolve 24/7 round the clock.

PRINCIPAL DUTIES & JOB RESPONSIBILITIES

• To be online and start the daily activities when the shift begins.
• Actively handle user requests via email, voice, chat, also the requests that are submitted through the Service Request application.
• Track and monitor all open Service Request tickets, ensuring timely updates and resolution of issues/requests within the SLA(Service Level Agreement) expectations.
• Route problems/requests to appropriate individuals/groups whenever required.
• Possess a solid understanding of request/issue prioritizing and be able to allocate appropriate priority.

Account Access Management

Handling user account requests in Active Directory, Oracle, and all other

services/applications for Sanmina internal staff and external clients and suppliers.

Assist with the creation, modification, and termination of user accounts, including resetting

passwords.

Ensure adherence to company IT policies and enforce security protocols and password

management policies.

Incident Management

Escalate critical and priority issues/requests to appropriate individuals/groups.

Actively follow up with other support teams on the incident status.

Draft and communicate incident notifications based on the established procedure.

Attending Group Meetings

1. Available to take part in all online/offline team meetings
2. Briefing team on ongoing critical issues and changes in any process
3. Multiple department meetings for new process demonstration

• This role may require the individual to provide shift covers, including weekend shifts, on a rotational basis.
• Provide detailed shift handovers to ensure continuity of support and no loss of information on ongoing issues/follow-ups.
• Ensure all assigned jobs/tasks are followed up properly before the shift log-off time.
• Ensure smooth coordination between team members working across different time zones and shifts.
• Ability to work both independently and across/within a department environment
• Available to provide emergency support when required
• Generate reports by monitoring the performance of IT teams on response times and Service

Request ticket resolutions.