Senior Officer, IT User Support
Amneal Pharmaceuticals · Hyderabad
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: Amneal is an equal opportunity employer. We do not discriminate based on caste, religion, gender, disability, or any other legally protected status. We believe in fostering a workplace that values diversity and inclusion. 1)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. 2)Backup and restore activities for GxP software shall be carried out according to the defined periodic schedule and approved request forms. 3)Time synchronization activities shall be executed as per the approved schedule 4)Active user lists for all GxP software shall be prepared as per the defined schedule or whenever required. 5)Preventive maintenance of computer systems shall be performed, including internal CPU dust cleaning and verification of all system hardware. 6)LAN and telephone cable dressing shall be carried out as required. 7)All IT assets shall be maintained with proper inventory records and labeling. 8)Troubleshooting and resolution of printer-related issues shall be performed. 9)IT assets and related documentation shall be managed and maintained appropriately. 10)Preparation of schedules.
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