L1 Support

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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