Description:

The role is responsible for providing day-to-day technical support to employees
for a range of hardware and software systems. The role focuses on diagnosing
user-reported issues through discussions, performing troubleshooting and fault
rectification, and ensuring timely resolution of problems, queries, or
complaints. The role handles first-line support, follows defined escalation
protocols for unresolved issues, and maintains accurate documentation of
incidents and resolutions. The role emphasizes service quality, responsiveness,
and user satisfaction, while ensuring adherence to IT policies, security
practices, and operational procedures.

Essential Functions:

* Provide first-line technical support for hardware and software issues
* Diagnose problems through user interaction and system checks
* Perform troubleshooting and fault rectification
* Escalate unresolved issues as per defined protocols
* Ensure timely resolution of user queries and complaints
* Document incidents, actions taken, and resolutions
* Support basic system access and device setup




* Adhere to IT policies, security, and service standards

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 def

📌 Senior Officer, IT User Support (Ahmedabad)
🏢 Amneal India
📍 Ahmedabad