Job Description
Job Summary
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
