Description:
The role is responsible for ensuring effective day-to-day technical support to employees across a range of hardware and software systems. Handle QMS Activities. Support Laboratorty shop floor. The role focuses on independently diagnosing complex user issues, performing advanced troubleshooting and fault rectification, and ensuring timely and high-quality resolution of user problems, queries, and complaints. The role manages end-to-end incident resolution, supports root cause identification, and ensures proper escalation and coordination with internal or external support teams when required. The role emphasizes service reliability, adherence to SLAs, user satisfaction, and compliance with IT policies and information security standards.
Essential Functions:
- Provide advanced user support for hardware and software issues
- Diagnose and resolve complex technical problems independently
- Perform detailed troubleshooting and fault rectification
- Coordinate and manage escalations with internal/external teams
- Ensure timely closure of incidents as per SLAs
- Document issues, resolutions, and root causes
- Support system access, configurations, and device setups
- Ensure compliance with IT policies and security standards
Guide junior support staff when required
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Additional Responsibilities:
- Handling QMS (Quality Management System) activities and providing day-to-day operational support.
- Managing DTC-related activities and ensuring timely resolution of issues.
- Providing IT support for Laboratory shop floor operations and maintaining smooth system functionality.
- Supporting Production shop floor activities to ensure uninterrupted operations and user assistance.
- Coordinating with cross-functional teams and users for issue resolution and system support.
- Ensuring continuity of GxP-related processes and compliance requirements across supported areas.
