Desktop Support Specialist

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

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.

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.