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.