Help Desk Executive

Role & responsibilities

1. Job Description: Lead Regional Operations Job Description Unique Job Role

Lead Regional Operations Function

IT Reporting to

Head - Regional Operations, E commerce and COE mobility Business

Corporate Grade

Date

--- Job Details

External Interfaces Internal Interfaces

Franchisee

3rd Party Service Providers & Vendors

Procurement Team

Retail Store Staff

Sales Team

Regional Commercial Team

Asset Management Team

Relevant stakeholders in IT team

Relevant stakeholders in HR team Job Requirements Education

12 to 15 Years Behavioural Skills

Analytical Mindset

Drive for results

Timely Decision Making

Customer Focus

Dealing with Ambiguity Knowledge

Process Contributions Process Contribution Process Outcome Performance Measure IT: IT Infrastructure: Network Expansion

1.

Carry out material planning for IT network expansion (Software, network and material) as per design & layout of upcoming stores CFAs, offices or manufacturing facilities

2.

Share Bill of Material (BOM) with franchisee for material procurement

3.

Share the requirement checklist & vendor quotes with corporate procurement team to facilitate shortlisting & negotiations

4.

Coordinate with vendors and ensure delivery & installation (network & material infrastructure)

5.

Coordinate with respective corporate IT teams / IT help desk to ensure installation & configuration of POS software at retail stores

6.

Handhold and train the cashier on billing process of the new POS system

7.

Coordinate with ABMs and commercial teams to ensure timely code creation for new retail stores

IT Network Expansion and standardisation

New POS feature Adoption

Adherence to approved budgets Adherence to SLAs

Adherence to timelines IT: IT Infrastructure: Regional Infrastructure

Job Description Private and Confidential Page 2

1.

Track & monitor all ad-hoc IT requirements (hardware as well as software) related to stores CFAs, offices or manufacturing facilities of the region

2.

Manage discussions with regional vendors for hardware procurement

3.

Raise timely GRN (Goods Received Note) for all IT assets procured for the region

4.

Supervise the status of connectivity between Regional Office / area office & corporate office, effectively resolve issues as & when they arise

5.

Plan manpower requirements & IT infrastructure requirements in coordination with RBMs during exhibitions, road show, festival offers or activations coordinate with corporate IT team for support on the same

6.

Coordinate with corporate IT team for additional manpower and IT infrastructure to provide proper support during exhibitions, road show, festival offers or activations

IT Network Expansion and standardisation

Proper connectivity between RO / AO & Corporate Office

Manpower & IT infrastructure support as per occasion

Adherence to approved budgets Adherence to SLAs

Adherence to timelines

Number of incidents received vs. resolved

TAT in case of escalations IT: IT Infrastructure: End User Support

1.

Ensure remote / in person assistance to regional office, Area office, manufacturing facilities etc. to help resolve IT issues timely and effectively

2.

Ensure all regional escalations related to IT are resolved effectively

3.

Conduct review with regional IT help desk monthly

End-user Support

Resolution of IT issues & escalations

Adherence to SLAs

Adherence to timelines

Number of incidents received vs. resolved

TAT in case of escalations IT: Governance: Policy Management & Service Contract Management

1.

Ensure licensed versions of software are installed and deployed on IT infrastructure of the region

2.

Ensure software patches are implemented timely on the IT infrastructure of the region

3.

Design, implement & review SLAs related to service contracts regularly, measure them against actuals and report quarterly status to the function head for proper governance

Licensed and up-to-date Software

Improvement in Service Levels

Adherence to SLAs

Adherence to timelines

Marked Improvement in service levels IT: IT Infrastructure: AMC & Asset Management

1.

Calculate End of Life for existing material based on Physical Stock Verification (PSV) at Titan facilities such as retail stores, CFAs, regional office, manufacturing sites etc.

2.

Provision for return or replacement of IT assets which are nearing end of life as per calculation

3.

Validate PSV data & determine warranty status for IT assets

4.

Prepare the list of retired assets, ensure proper approvals from function head, IT head, Regional Commercial head, RBH & Asset Management Lead

5.

Forward the approved list to Asset retirement team for proper disposal of retired IT assets, ensure all retired IT assets are disposed as per defined guidelines

IT Asset Management

Retired Asset Disposal

Adherence to SLAs

Adherence to timelines

Adherence to legal & statutory requirements IT: General Management: People Management

1.

Drive a performance driven culture in the team by reviewing performance parameters and providing feedback to the team

2.

Contribute in talent development by providing subordinates with adequate exposure and growth opportunities

Improvement in team performance

Adherence to timeline

Quality of feedback

Job Description Private and Confidential Page 3

3.

Ensure periodic follow-up with the recruitment team to fill the vacant positions within stipulated time

Preferred candidate profile