Job Overview
To handle IT queries involving IT systems, communication systems, networks, and applications as per the specified SLAs, and thus ensure efficient day-to-day functioning and availability of IT infrastructure to the users.
Roles & Responsibilities
- Handle employee queries related to hardware and software and ensure they are solved by the in-house IT team or the IT service vendors
- Ensure all the hardware and software used is in working order and provide end user support on hardware and software issues
- Monitor the Communications systems including video conference and teleconference at the office location ( Board Room, Executive Area, Meeting Rooms, Auditorium etc.) on a regular basis to ensure efficient functioning of the same
- Handle technical issues related to CCTV and ensure smooth functioning of the CCTVs at all times
- Provide technical support on access card related issues and also provide technical support including phone and IT infrastructure at the owners villa Handle IS induction including desktop / laptop handling, system logins, network connectivity etc. for new employees joining the organization
- Maintain a record of all helpdesk activities, resolution provided, time taken etc.
- Work closely with IT vendors and service providers on a regular basis and assist them in installing IT and Communication systems and networks in line with the schedules and timelines; Monitor adherence to SLAs and highlight any deviations
- Follow up with IT vendors/ service providers to ensure efficient resolution of IT related issues faced by user departments, as per defined SLAs Monitor conduct of downtime and maintenance activities on a periodic basis, as per established schedules by IT vendors/ service providers Coordinate with IT vendors/ service providers to resolve system downtime related issues with minimal lag times and escalate any unresolved issues to the Manager -IS
- Review the server activity log books on a regular basis, identify areas of concern and highlight issues to the Manager – IS
- Provide inputs to superiors on upgrades of IT systems available in the market and execute the same, as directed, in consultation with service providers
KPIs
- % adherence to defined SLAs/TATs for resolution of issues faced by users Planned vs actual uptime of IT and communication network for the Organization
- Number of instances of defaults observed vis-à-vis defined SOP
- % reduction in escalation of queries to the next level
- % reduction in user complaints on account of dissatisfactory resolution of issues
- Cost escalations due to inefficient resolution of issues at Helpdesk
Work experience requirement
Minimum 2+ years of related experience, preferably in a similar industry
Qualification
- Engineering with specialization in computers or a Diploma in computers
- Global certifications like CCNA / MCSE would be preferred
Competencies
- IT Hardware
- Network Topology and Security Systems
- Cloud technologies
- Communicating effectively
- Self and Team Management
- Planning & Decision Making
- Customer Centricity
- Ownership & Result Orientation
- IT Budget and Cost Control
