Deskside Support Technician

Desk Side Support Specialist

Responsible for delivering the Onsite IT support & services to all users of the individual Site and executing on

all assigned IT activities.

As part of the Local Onsite IT support team, ensure the day-to day IT operations availability at the site and

when needed serve other sites within the Country.

Follow all Global IT Operations (GITO) guidelines, ensure compliance and seek improvements whenever

feasible.

Position’s key accountabilities:

· Perform the On-Site IT services and support.

· Perform the local IT infrastructure support

· Collaborate and engage with LoB on GITO IT related matters.

· Provide User training and on-boarding

· Manage IT Equipment resources including Meeting rooms and AV equipment

· Assist and collaborate in IT project implementation as assigned by Lead or IT Operations manager

· Multiple visits to remote/ dispatched sites when applicable

· Work Agile with Kanban for all assigned planned tasks and participation in stand-ups

· Ensure and work in compliance with Novo Nordisk principles, relevant SOPs & legal laws.

· Responsible for the Genius bar or Drop-in/ Walk-in support

Nature and scope of key accountabilities FULL

Perform On-Site IT services and support

· Be part of a team responsible for performing all the On-Site IT support activities for and

participate in the IT support for the site/locations connected to the current site/ location.

· Execute assigned tickets, analyse, liaise with incident managers & service providers to resolve issues,

and manage problems within agreed timeframes, escalating issues requiring special attention.

· Collaborate with service providers & GITO global teams on assigned by 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 the IT services in accordance with Novo Nordisk requirements.

· Confirm proper documentation of the services in relevant IT Tools (e.g. ServiceNow/ KCS)

· Ensure user satisfaction.

· 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.

Responsible for IT infrastructure

· Safeguard IT infrastructure service availability in the in close collaboration with GITO

Infrastructure teams or SME’s.

· Responsible together with the Local support team to support resolving of local critical infra incidents.

Collaborate and engage with LoB on GITO IT related matters. · Interact as Local GITO representative with affiliate user-community. · Ensure usage and promotion the Service desk, self-services & shift-left. · If required, support the distribution & translation of local communication on IT support topics & relevant Global IT communications as per guidelines · Active provide IT support during site events and/or local sales cycle meetings Onboarding and end-user training · Ensure new joiner Material is delivered on day 1 or otherwise agreed · Ensure new employee onboarding and user training on relevant IT tools. · Provide IT security awareness training per GITO standards, as required. · Support customers with the use of corporate services such as 0365, teams, etc. Manage IT equipment resources · Maintain and supply all local employees with the Standard IT equipment according to Global IT guideline. · Fulfil Hardware requirements according to the business needs and Global IT standards. · Maintain Hardware and Software assets & inventory in the relevant tools. · Collaborate with hardware asset manager to ensure sufficient hardware inventory levels Assist and collaborate in IT project implementation · Assist with the implementation of GITO driven IT project activities and/or new Corporate IT systems. · Be part of the Agile Journey

Purpose and subject of interaction with internal/external customers and key contacts FULL

· Actively work and participate in the GITO virtual IT Team set-up.

· Provide IT services and solutions to staff and management.

· When authorised, manage the relationship with vendors and partners

Challenges regarding innovation and change FULL

· Improve operational effectiveness.

· Optimise existing services based on user feedback.

Education requirements

· Degree in IT preferred or 3 years of relevant experience

· Fluent in oral and writing in English.

· Experience with ITSM tools like ServiceNow preferred

Work experience :

· Good technical knowledge in Microsoft, Windows 10, 0365 environments, hardware; infrastructure,

and IOS devices.

· Experience working in an International environment is an asset.

HCL is an equal opportunity employer, committed to providing equal employment opportunities to all applicants and employees regardless of race, religion, sex, color, age, national origin, pregnancy, sexual orientation, physical disability or genetic information, military or veteran status, or any other protected classification, in accordance with federal, state, and/or local law. Should any applicant have concerns about discrimination in the hiring process, they should provide a detailed report of those concerns to secure@hcltech.com for investigation.

A candidate’s pay within the range will depend on their skills, experience, education, and other factors permitted by law. This role may also be eligible for performance-based bonuses subject to company policies. In addition, this role is eligible for the following benefits subject to company policies: medical, dental, vision, pharmacy, life, accidental death & dismemberment, and disability insurance; employee assistance program; 401(k) retirement plan; 10 days of paid time off per year (some positions are eligible for need-based leave with no designated number of leave days per year); and 10 paid holidays per year.

Job Type: Full-time

Pay: $38,000.00 - $72,000.00 per year

Schedule:

• 8 hour shift

Experience:

• Desktop support: 3 years (Required)
• IT support: 1 year (Required)
• Help desk: 3 years (Required)
• Windows: 3 years (Required)

Work Location: In person

Salary : $38,000 - $72,000