Role Clarity | Information Technology Executive
Department: Business Tranformation
Reporting To: HOD I T
Role Definition:
The Senior Executive is responsible for day-to-day user support, ticket resolution, infrastructure maintenance, basic network and hardware security, and adherence to IT process documentation. The role ensures smooth functioning of all user-facing IT systems, supports technical issue resolution, and helps maintain compliance and governance at the ground level.
Deliverables:
- Timely User Support & Ticket Management
- IT Infrastructure & Network Uptime
- Endpoint Security & Compliance Support
- Documentation and Process Adherence
Task and Activities:
User Support & Ticket Management
- Respond promptly to IT support tickets raised by internal users across functions and locations
- Troubleshoot common user issues: system slowness, login problems, printer and scanner errors, internet disruptions, and email access.
- Escalate unresolved issues to the next-level IT team with proper logs and initial troubleshooting steps documented.
- Maintain and update the helpdesk ticket status daily. Follow up with users post-resolution to ensure satisfaction and request feedback for CSAT tracking.
- Highlight recurring technical issues to the Manager for root cause analysis and long-term resolution planning.
IT Infrastructure, Network & Support
- Conduct daily checks on local infrastructure elements including internet, routers, LAN cables, biometric attendance systems, printers, and telephony systems.
- Perform branch-level IT health checks (branch PCs, UPS, biometric, internet speed, network sharing) and report deviations proactively.
- Assist in new user hardware setup—install OS, configure email, join domain, assign printer access, and ensure patch compliance.
- Support system updates and shutdown protocols during server maintenance or power downtime.
- Coordinate with vendors for equipment servicing and monitor SLA adherence (e.g., AMC for printers, routers, CCTV).
- Maintain inventory logs for issued hardware: laptops, desktops, LAN switches, USB drives, power backups, etc.
Hardware & Network Security
- Ensure endpoint devices have updated antivirus and system firewalls enabled at all times.
- Perform weekly checks on USB access, device control software status, and unauthorized software installation.
- Conduct system-level cleanups for junk files, disk usage, and system performance issues.
- Monitor and report any suspicious user activity or shared logins, and disable accounts of exited employees as per SOP.
- Assist in implementing corrective actions based on findings from internal security reviews or external audits
- Support IT team in maintaining compliance logs—access request forms, software license registers, and patch update records.
IT Process Quality & Documentation
- Fill and update daily, weekly, and monthly checklists related to IT hardware status, ticket closures, backups, and antivirus updates.
- Ensure user handover forms, hardware issue forms, and access request formats are filled accurately and stored properly.
- Maintain SOP folders for system use (e.g., printer configuration, LIMS access process, password reset).
- Assist in versioning and filing of updated IT process documents; help the manager during quarterly document reviews and audit prep.
- Support documentation during internal audits including device list updates, process adherence proof, and IT policy handover.
Success Metrics:
- % of tickets closed within defined TAT
- CSAT ≥ 4.8 from internal users
- Zero system downtime in supported areas
- Zero critical issues in internal/external audits
- 100% adherence to IT non-negotiables and documentation updates
