Call Co-ordinator

1. User Support & Troubleshooting

• Provide technical support to plant personnel for issues related to desktop systems, laptops, printers, HMIs, label printers, and mobile devices.
  
• Troubleshoot application errors (e.g., LIMS, SAP, MES, SCADA) and escalate where required.
  
• Support users working in cleanroom and GxP-compliant areas with proper adherence to gowning and hygiene protocols.
  

2. Ticketing & Documentation

• Record all incidents, service requests, and changes in the ITSM/ticketing system (e.g., ServiceNow, Remedy).
  
• Ensure tickets are logged with complete details, categorization, and impact level.
  
• Close calls with proper resolution notes and user confirmation.
  

3. Compliance Support (GxP/CSV)

• Ensure IT procedures in plant areas comply with data integrity, audit trail, and change management standards.
  
• Follow Good Documentation Practices (GDP) while recording actions and resolutions.
  
• Support execution of IT tasks during validation, calibration, or equipment qualification activities.
  

4. Asset & Access Management

• Assist in managing IT assets within the plant (PCs, scanners, handhelds, industrial PCs).
  
• Perform user provisioning and de-provisioning in line with pharma plant policies and audit trails.
  
• Track movement and assignment of IT equipment and maintain audit-ready records.
  

5. System Monitoring

• Monitor critical manufacturing systems and interfaces (e.g., PLCs, MES terminals).
  
• Escalate alarms or downtimes impacting production immediately to relevant IT/OT teams.
  

6. Coordination with IT/OT/QA Teams

• Work closely with OT engineers and QA teams during equipment/software incidents.
  
• Coordinate with central IT or external vendors for issues beyond local resolution.
  
• Support during audits and inspections by providing IT records or logs when required.
  

7. Preventive Maintenance & Housekeeping

• Participate in scheduled IT system health checks and backups.
  
• Ensure IT systems and cables in cleanroom areas are well-maintained and do not violate GMP conditions.
  

8. Reporting & Communication

• Share daily/weekly status reports on tickets, system issues, and user feedback.
  
• Proactively communicate planned maintenance, outages, or updates to relevant plant departments.