Senior Officer, IT User Support

Amneal Pharmaceuticals · Ahmedabad

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 defined periodic schedule and approved request forms.
Time synchronization activities shall be executed as per the approved schedule.
Active user lists for all GxP software shall be prepared as per the defined schedule or whenever required.
Preventive maintenance of computer systems shall be performed, including internal CPU dust cleaning and verification of all system hardware.
LAN and telephone cable dressing shall be carried out as required.
All IT assets shall be maintained with proper inventory records and labeling.
Troubleshooting and resolution of printer-related issues shall be performed.
IT assets and related documentation shall be managed and maintained appropriately.
Any other activities assigned by the Head of Department (HOD) shall be carried out as required.
Responsible for QAMS activities and IT incident investigation and troubleshooting.
Responsible for activities related to training software (AIMS-Amneal Information and Management software) specified in training SOP.

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

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