1. User Support & Troubleshooting

- Provide technical support to plant personnel for issues related to desktop systems, laptops, printers, HMIs, label printers, and mobile devices.

- Troubleshoot application errors (e.g., LIMS, SAP, MES, SCADA) and escalate where required.

- Support users working in cleanroom and GxP-compliant areas with proper adherence to gowning and hygiene protocols.

2. Ticketing & Documentation

- Record all incidents, service requests, and changes in the ITSM/ticketing system (e.g., ServiceNow, Remedy).

- Ensure tickets are logged with complete details, categorization, and impact level.

- Close calls with proper resolution notes and user confirmation.

3. Compliance Support (GxP/CSV)

- Ensure IT procedures in plant areas comply with data integrity, audit trail, and change management standards.

- Follow Valuable Documentation Practices (GDP) while recording actions and resolutions.

- Support execution of IT tasks during validation, calibration, or equipment qualification activities.

4. Asset & Access Management

- Assist in managing IT assets within the plant (PCs, scanners, handhelds, industrial PCs).





- Perform user provisioning and de-provisioning in line with pharma plant policies and audit trails.

- Track movement and assignment of IT equipment and maintain audit-ready records.

5. System Monitoring

- Monitor critical manufacturing systems and interfaces (e.g., PLCs, MES terminals).

- Escalate alarms or downtimes impacting production immediately to relevant IT/OT teams.

6. Coordination with IT/OT/QA Teams

- Work closely with OT engineers and QA teams during equipment/software incidents.

- Coordinate with central IT or external vendors for issues beyond local resolution.

- Support during audits and inspections by providing IT records or logs when required.

7. Preventive Maintenance & Housekeeping

- Participate in scheduled IT system health checks and backups.

- Ensure IT systems and cables in cleanroom areas are well-maintained and do not violate GMP conditions.

8. Reporting & Communication

- Share daily/weekly status reports on tickets, system issues, and user feedback.

- Proactively communicate planned maintenance, outages, or updates to relevant plant departments.

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