Executive, IT User Support

The role is responsible for providing day-to-day technical support to employees across hardware and software systems to ensure smooth IT operations and user productivity.

The role focuses on diagnosing issues through user interaction, performing troubleshooting and fault rectification, and delivering timely and effective resolution of user problems, queries, or complaints.

The role handles end-to-end first-line support, coordinates with internal teams for issue escalation, and ensures accurate incident documentation.

The role emphasizes service quality, responsiveness, adherence to IT policies, and information security practices, contributing to a reliable and user-centric IT support environment.

• Provide first-line support for hardware and software issues
• Diagnose issues through user interaction and system checks
• Perform troubleshooting and fault rectification
• Escalate complex issues as per defined protocols
• Ensure timely resolution of user queries and complaints
• Document incidents, resolutions, and follow-ups
• Support system access, device setup, and configurations
• Adhere to IT policies, security standards, and SLAs

• 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