Onsite IT Support Specialist

6 days ago

Bengaluru, India TECEZE Full time

Job Role: L1 Support

Location: Bangalore

Experience : 2+ years

Work mode: Onsite / Full Time


Key Accountabilities - On-Site IT Services and Support

Perform On-Site IT Services and Support:

- Act as part of the on-site IT team, responsible for all IT support activities at, and assist with IT support for connected locations.

- Execute assigned tickets, analyze issues, liaise with incident managers and service providers, and manage problem resolution within agreed timelines, escalating when necessary.

- Collaborate with service providers and GITO global teams on Tier 1 tickets requiring physical presence or infrastructure services.

- Follow up on IT security incidents and ensure timely resolution.

- Ensure IT services are delivered in accordance with Novo Nordisk quality requirements.

- Maintain proper documentation of services in relevant IT tools (e.G., ServiceNow, KCS).

- Ensure high levels of user satisfaction.

- Perform additional IT-related tasks as assigned by the Lead or IT Operations Manager, tracked via the Kanban tool.


Responsible for IT Infrastructure:

- Safeguard IT infrastructure availability at in collaboration with GITO Infrastructure teams and SMEs.

- Partner with the Local Support team to resolve local critical infrastructure incidents.

- Collaborate with Lines of Business (LoB) on GITO-related matters.

- Serve as the local GITO representative for the affiliate user community.

- Promote and ensure the use of Service Desk, self-services, and shift-left practices.

- Support distribution and translation of local/global IT communications as per guidelines.

- Actively provide IT support during site events and local sales cycle meetings.


Onboarding and End-User Training:

- Ensure IT equipment/materials are delivered to new joiners on Day 1 (or as otherwise agreed).

- Conduct onboarding and user training on relevant IT tools.

- Provide IT security awareness training in line with GITO standards.

- Support users with corporate services such as O365, Teams, etc.


Manage IT Equipment Resources:

- Provide all local employees with standard IT equipment in line with Global IT guidelines.

- Fulfil hardware requirements according to business needs and global standards.

- Maintain and update hardware/software assets and inventories in relevant tools.

- Collaborate with the Hardware Asset Manager to ensure adequate inventory levels.


Assist and Collaborate in IT Project Implementation:

- Support implementation of GITO-driven IT project activities and deployment of new corporate IT systems.

- Actively contribute as part of the Agile Journey.

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