L1 Support

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.