Description
Description:
The role is responsible for delivering responsive, day-to-day IT technical support to employees across the organization, ensuring secure and secure operation of hardware and software systems. It focuses on diagnosing and resolving user-reported issues related to desktops, laptops, peripherals, enterprise applications, and network access. The position provides SAP access support in compliance with SOX requirements, ensuring appropriate user provisioning, de-provisioning, and documentation aligned with access control policies. The role manages incident logging, troubleshooting, ticket resolution, and structured escalation processes to maintain service continuity. By collaborating with internal IT teams and external vendors, the role ensures high system availability, timely issue resolution, and robust user satisfaction, while maintaining governance, documentation discipline, and service quality standards.

Essential Functions:
Provide day-to-day IT support to end users for hardware, software, and enterprise applications




Diagnose and troubleshoot hardware and software issues through direct user interaction
Log, track, and manage incidents through structured ticket handling systems, ensuring timely closure
Perform fault rectification and basic root cause identification for recurring issues
Provide SAP access support (user provisioning, modification, and deactivation) in alignment with SOX access control requirements
Ensure proper documentation and approval workflows for system access and user requests
Escalate complex or unresolved incidents to higher-level support teams following defined escalation protocols
Support desktops, laptops, printers, peripherals, and standard business applications
Coordinate with internal IT teams and external vendors for issue resolution and service restoration
Maintain service quality metrics, response times, and user satisfaction standards
Ensure compliance with IT policies, security guidelin

📌 Manager, It User Support Sanand
🏢 Amneal
📍 Sanand