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.

Essential Functions:

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

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