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L1 Support

L1 Support

TECEZEBengaluru, Karnataka, India
1 day ago
Job description

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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    Support • Bengaluru, Karnataka, India