Executive, IT User Support

The role is responsible for providing day-to-day technical support to employees across hardware and software systems to ensure smooth IT operations and user productivity. The role focuses on diagnosing issues through user interaction, performing troubleshooting and fault rectification, and delivering timely and effective resolution of user problems, queries, or complaints. The role handles end-to-end first-line support, coordinates with internal teams for issue escalation, and ensures accurate incident documentation. The role emphasizes service quality, responsiveness, adherence to IT policies, and information security practices, contributing to a reliable and user-centric IT support environment.

Essential Functions:

• Provide first-line support for hardware and software issues
• Diagnose issues through user interaction and system checks
• Perform troubleshooting and fault rectification
• Escalate complex issues as per defined protocols
• Ensure timely resolution of user queries and complaints
• Document incidents, resolutions, and follow-ups
• Support system access, device setup, and configurations
• Adhere to IT policies, security standards, and SLAs

Additional Responsibilities:

• Oversee daily IT user support operations and service delivery
• Support team coordination and daily operations, assisting in workload allocation, basic supervision, and ensuring smooth service delivery
• Review and resolve complex hardware and software incidents
• Ensure timely incident closure as per SLAs
• Manage escalations and coordinate with internal/external teams
• Drive troubleshooting quality and fault rectification standards
• Review incident documentation and root-cause summaries
• Ensure compliance with IT policies and security standards
• User access management activities, including creation, modification, deactivation, and deletion of user IDs for all GxP software, shall be performed as per approved request forms.
• Backup and restore activities for GxP software shall be carried out according to the defined periodic schedule and approved request forms.
• Time synchronization activities shall be executed as per the approved schedule.
• Active user lists for all GxP software shall be prepared as per the defined schedule or whenever required.
• Preventive maintenance of computer systems shall be performed, including internal CPU dust cleaning and verification of all system hardware.
• LAN and telephone cable dressing shall be carried out as required.
• All IT assets shall be maintained with proper inventory records and labeling.
• Troubleshooting and resolution of printer-related issues shall be performed.
• IT assets and related documentation shall be managed and maintained appropriately.
• Any other activities assigned by the Head of Department (HOD) shall be carried out as required.
• Responsible for QAMS activities and IT incident investigation and troubleshooting.
• Responsible for activities related to training software (AIMS-Amneal Information and Management software) specified in training SOP.

Education:

• Bachelors Degree (BA/BS) B.Tech - Required

• Master Degree (MS/MA) M.Tech - Preferred

Experience:

• 5 years or more in 5 - 8 Years

Specialized Knowledge: Licenses: