Executive Information Technology

Role Clarity Information Technology Executive

Department: Business Tranformation

Reporting To: HOD IT

Role Definition:

The Senior Executive is responsible for day-to-day user support ticket resolution infrastructure maintenance basic network and hardware security and adherence to IT process documentation. The role ensures smooth functioning of all user-facing IT systems supports technical issue resolution and helps maintain compliance and governance at the ground level.

Deliverables:

• Timely User Support & Ticket Management
• IT Infrastructure & Network Uptime
• Endpoint Security & Compliance Support
• Documentation and Process Adherence

Task and Activities:

User Support & Ticket Management

• Respond promptly to IT support tickets raised by internal users across functions and locations
• Troubleshoot common user issues: system slowness login problems printer and scanner errors internet disruptions and email access.
• Escalate unresolved issues to the next-level IT team with proper logs and initial troubleshooting steps documented.
• Maintain and update the helpdesk ticket status daily. Follow up with users post-resolution to ensure satisfaction and request feedback for CSAT tracking.
• Highlight recurring technical issues to the Manager for root cause analysis and long-term resolution planning.
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IT Infrastructure Network & Support

• Conduct daily checks on local infrastructure elements including internet routers LAN cables biometric attendance systems printers and telephony systems.
• Perform branch-level IT health checks (branch PCs UPS biometric internet speed network sharing) and report deviations proactively.
• Assist in new user hardware setupinstall OS configure email join domain assign printer access and ensure patch compliance.
• Support system updates and shutdown protocols during server maintenance or power downtime.
• Coordinate with vendors for equipment servicing and monitor SLA adherence (e.g. AMC for printers routers CCTV).
• Maintain inventory logs for issued hardware: laptops desktops LAN switches USB drives power backups etc.
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Hardware & Network Security

• Ensure endpoint devices have updated antivirus and system firewalls enabled at all times.
• Perform weekly checks on USB access device control software status and unauthorized software installation.
• Conduct system-level cleanups for junk files disk usage and system performance issues.
• Monitor and report any suspicious user activity or shared logins and disable accounts of exited employees as per SOP.
• Assist in implementing corrective actions based on findings from internal security reviews or external audits
• Support IT team in maintaining compliance logsaccess request forms software license registers and patch update records.
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IT Process Quality & Documentation

• Fill and update daily weekly and monthly checklists related to IT hardware status ticket closures backups and antivirus updates.
• Ensure user handover forms hardware issue forms and access request formats are filled accurately and stored properly.
• Maintain SOP folders for system use (e.g. printer configuration LIMS access process password reset).
• Assist in versioning and filing of updated IT process documents; help the manager during quarterly document reviews and audit prep.
• Support documentation during internal audits including device list updates process adherence proof and IT policy handover.

Success Metrics:

• % of tickets closed within defined TAT
• CSAT 4.8 from internal users
• Zero system downtime in supported areas
• Zero critical issues in internal/external audits
• 100% adherence to IT non-negotiables and documentation updates

Employment Type : Full Time
Experience: years
Vacancy: 1