The role is responsible for overseeing day-to-day technical support operations for employees across hardware and software systems. The role focuses on ensuring effective troubleshooting, fault rectification, and timely resolution of user issues while maintaining service quality and SLA adherence. The role reviews complex incidents, ensures proper escalation and coordination with internal and external teams, and supports root-cause analysis to prevent recurrence. The role also emphasizes process adherence, documentation accuracy, and information security practices, while guiding and reviewing the work of the support team to deliver a reliable, user-centric IT support setting.
Essential Functions:
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
Guide and review the work of user support staff
Support continuous improvement in support processes
Additional Responsibilities: