Desktop Support Specialist

4 weeks ago


plainsboro, United States SISL Global Full time

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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