Description
Description:
The role is responsible for ensuring effective day-to-day technical support to employees across a range of hardware and software systems. The role focuses on independently diagnosing complex user issues, performing advanced troubleshooting and fault rectification, and ensuring timely and high-quality resolution of user problems, queries, and complaints. The role manages end-to-end incident resolution, supports root cause identification, and ensures proper escalation and coordination with internal or external support teams when required. The role emphasizes service reliability, adherence to SLAs, user satisfaction, and compliance with IT policies and information security standards.

Essential Functions:
Provide advanced user support for hardware and software issues
Diagnose and resolve complex technical problems independently
Perform detailed troubleshooting and fault rectification
Coordinate and manage escalations with internal/external teams
Ensure timely closure of incidents as per SLAs
Document issues, resolutions, and root causes




Support system access, configurations, and device setups
Ensure compliance with IT policies and security standards
Guide junior support staff when required

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 appro

📌 Senior Executive, It User Support Sanand
🏢 Amneal
📍 Sanand