Title : Desktop Support Engineer
Location : Clayton NC 27527
Contract
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.
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, 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
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
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
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