Technical Support Specialist
3 weeks ago
Key Responsibilities:
- Provide technical support for desktops, laptops, and mobile devices.
- Collaborate with the IT team to resolve IT-related matters.
- Deliver user training and onboarding.
- Manage IT equipment resources, including meeting rooms and AV equipment.
- Assist in IT project implementation as assigned by the Lead or IT Operations manager.
- Perform multiple visits to remote or dispatched sites as needed.
- Work agilely with Kanban for assigned tasks and participate in stand-ups.
- Ensure compliance with Novo Nordisk principles, relevant SOPs, and legal laws.
- Provide Genius bar or drop-in/walk-in support.
Task Responsibilities:
- Perform on-site IT services and support.
- Be part of a team responsible for performing all on-site IT support activities for the site/locations connected to the current site/location.
- Execute assigned tickets, analyze, liaise with incident managers, and service providers to resolve issues and manage problems within agreed timeframes.
- Collaborate with service providers and GITO global teams on assigned 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 IT services in accordance with Novo Nordisk requirements.
- Confirm proper documentation of services in relevant IT tools (e.g., ServiceNow/KCS).
- Ensure user satisfaction.
Additional Tasks:
- 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.
Requirements:
- 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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