Description:
The role is responsible for delivering responsive, day-to-day IT technical support to employees across the organization, ensuring stable and secure operation of hardware and software systems. It focuses on diagnosing and resolving user-reported issues related to desktops, laptops, peripherals, enterprise applications, and network access. The position provides SAP access support in compliance with SOX requirements, ensuring appropriate user provisioning, de-provisioning, and documentation aligned with access control policies. The role manages incident logging, troubleshooting, ticket resolution, and structured escalation processes to maintain service continuity. By collaborating with internal IT teams and external vendors, the role ensures high system availability, timely issue resolution, and strong user satisfaction, while maintaining governance, documentation discipline, and service quality standards.
Essential Functions:
- Provide day-to-day IT support to end users for hardware, software, and enterprise applications.
- Diagnose and troubleshoot hardware and software issues through direct user interaction.
- Log, track, and manage incidents through structured ticket handling systems, ensuring timely closure.
- Perform fault rectification and basic root cause identification for recurring issues.
- Provide SAP access support (user provisioning, modification, and deactivation) in alignment with SOX access control requirements.
- Ensure proper documentation and approval workflows for system access and user requests.
- Escalate complex or unresolved incidents to higher-level support teams following defined escalation protocols.
- Support desktops, laptops, printers, peripherals, and standard business applications.
- Coordinate with internal IT teams and external vendors for issue resolution and service restoration.
- Maintain service quality metrics, response times, and user satisfaction standards.
Ensure compliance with IT policies, security guidelines, and documentation requirements.
Additional Responsibilities:
