Senior Officer IT User Support

Amneal Pharmaceuticals; Sanand; On-site; INR 420,000 - 660,000; Full time

Job summary

Amneal Pharmaceuticals seeks an IT Helpdesk Support Analyst to provide day-to-day technical support for hardware and software, diagnose issues through user interaction, and ensure timely resolution while adhering to IT policies and security standards.

Based in Sanand, Gujarat, the role handles first-line support, escalation per SOPs, documentation of incidents and resolutions, and basic system access and device setup with a strong emphasis on service quality and user satisfaction.

Qualifications

• Day-to-day technical support for hardware and software.
• Diagnose issues through user interaction and system checks.
• Perform troubleshooting and fault rectification.
• Follow escalation protocols for unresolved issues.
• Document incidents, actions taken, and resolutions.
• Adhere to IT policies, security practices and service standards.

Responsibilities

• Oversee daily IT user support operations and service delivery.
• Support team coordination and daily operations, assisting in workload allocation 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 for GxP software per approved requests.

Skills

First-line support

Troubleshooting

Incident documentation

IT security

User access management

Tools

AIMS-Amneal Information & Management Software

Job description

Job Description:

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.