Senior Executive, IT User Support

The role is responsible for ensuring effective day-to-day technical support to employees across a range of hardware and software systems. 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

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