L1 Support

2 weeks ago

Bengaluru, India TECEZE Full time

Job Role: L1 SupportLocation: BangaloreExperience : 2+ yearsWork mode: Onsite / Full TimeKey Accountabilities - On-Site IT Services and SupportPerform 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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