Desktop Support Specialist
4 weeks ago
Position’s key accountabilities:
- Perform the On-Site IT services and support.
- Perform the local IT infrastructure support
- Collaborate and engage with LoB on GITO IT related matters.
- Provide User training and on-boarding
- Manage IT Equipment resources including Meeting rooms and AV equipment
- Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager
- Multiple visits to remote/ dispatched sites when applicable
- Work Agile with Kanban for all assigned planned tasks and participation in stand-ups
- Ensure and work in compliance with Novo Nordisk principles, relevant SOPs & legal laws.
- Responsible for the Genius bar or Drop-in/ Walk-in support
Nature and scope of key accountabilities
Perform On-Site IT services and support
- Be part of a team responsible for performing all the On-Site IT support activities for and participate in the IT support for the site/locations connected to the current site/ location.
- Execute assigned tickets, analyse, liaise with incident managers & service providers to resolve issues, and manage problems within agreed timeframes, escalating issues requiring special attention.
- Collaborate with service providers & GITO global teams on assigned by Tier 1 tickets requiring physical presence and/or infrastructure services.
- Follow up on and ensure IT security incidents are resolved in a timely manner.
- Ensure the quality of the IT services in accordance with Novo Nordisk requirements.
- Confirm proper documentation of the services in relevant IT Tools (e.g. ServiceNow/ KCS)
- Ensure user satisfaction.
Perform any other IT related tasks to support the business/function as assigned by the Lead or IT Operations manager. Tasks are followed up in the KanBan tool.
Work experience :
- Good technical knowledge in Microsoft, Windows 10, 0365 environments, hardware; infrastructure, and IOS devices.
- Experience working in an International environment is an asset.
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