Senior Officer, IT User Support

Amneal Pharmaceuticals; Hyderabad; On-site; INR 300,000 - 420,000; Full time

Job summary

Amneal is seeking an IT Helpdesk Technician to provide day-to-day technical support to employees for hardware and software. You will diagnose issues, perform troubleshooting, and ensure timely resolution while following escalation procedures.

You will document incidents and resolutions, support basic system access and device setup, and adhere to IT policies, security practices, and service standards to maintain high-quality user experiences.

Qualifications

• 1 year or more experience in IT support or helpdesk roles.
• Bachelor's degree (BA/BS) or B.Tech is required; Master's degree is preferred.

Responsibilities

• 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

Education

Bachelor's Degree (BA/BS) or B.Tech

Master's Degree (MS/MA) or M.Tech

Job description

JOB 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.

Description

JOB 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

QUALIFICATIONS

Education

• Bachelors Degree (BA/BS) B.Tech - Required
• Master Degree (MS/MA) M.Tech - Preferred

Experience

• 1 year or more in 1 - 4 Years

About Us

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.

About The Team

The Human Resources team partners with all aspects of the organization, driving success through the effective and innovative management of people for both current and future business needs.

Key Roles That The Human Resources Team Performs

Executive Role: Specialists in all aspects of people management. High-level input at strategic level into all key business decisions.

Audit Role: Ensures all areas of the organization are compliant with legal requirements AND best practice employment policies and procedures.

Facilitator Role: Close partnership to support, advise and extend the ability of all areas of the organization to meet their objectives through implementation of highly effective employment practices in areas such as Talent Acquisition, Learning and Development, Reward systems, Performance Management, Health and Wellbeing.

Consultancy Role: Provide expert advice to the organization and it's managers on any aspect of workforce management and employee relations and performance.

Service Role: Ensure the organization is fully aware of and is equipped to deal with developments impacting employment matters, such as changes in legislation, changes in the characteristics of the labor market.