L1 Support
13 hours ago
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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