Job title:
IT VIP Support
Company:
Darwin Rhodes
Job description
Responsible for delivering the VIP Onsite IT support & services to all VIP users of the individual sites and executing on all assigned IT activities.Possessing excellent communication skills and service oriented, together with performing the VIP support to vital stakeholders locally.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.The dedicated VIP supporters are very experience persons, standard with min. 5 years on-site IT support, Fluent in English, speaking the local language is preferable Danish for DKPosition’s key accountabilities:
- Provide support services for newly hired VIPs as well as existing VIPs
- Support will also be provided to the VIPs EA & PA
- Management of Client Support queue in Service Now
- VIP support can be remote support over the phone, in-person support in the home office,
or at times at VIPs home.
- Liaise as necessary inter-departmentally to seek resolutions to all incidents reported
- Partner with Conference Room Support Teams to ensure meetings with VIPs are
seamless when it comes to technology
- English and preferably local language support will be provided for all the VIP users in
Denmark
- Local language support for VIP users in USA, China, Japan, Korea
- Country-specific VIP Support coverage will be considered
- On-call VIP Support during off hours will be considered, VIP Phone line support will be provided in Denmark
Where VIP supports are required to be present at the VIP home address, the cost of such commute shall be covered by Supplier.When not working on VIP calls, then a VIP IT supporter performs other on-site support tasks, such as:
- 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
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/Computer Science or relevant discipline
- Fluent in oral and writing in local language and English.
- Appropriate service management program (ITIL foundation certification)
- Experience with ITSM tools like ServiceNow
- Certification in KCS or obtain within 12 months
Work experience :
- VIP Tech : A minimum a degree in IT/Computer Science finalised ( No Student) and 5+ years of IT support related experience.
- Good technical knowledge in Microsoft, Window 10, 0365 environment, hardware; infrastructure and IOS devices.
- Experience working in an International environment is an asset.
- Previous experience working in a 24/7 organisation & willingness to travel on regular basis.
- Working in an Agile set-up with Kanban
Competency profilesType Competency LevelCore High Performing ProficientCommon Customer Centric ProficientCommon Making Things Happen ProficientCommon Focused on What Matters ProficientCommon Communicating with Impact ProficientCommon Innovating in a Changing Environment BasicTechnical Business and IT alignment ProficientTechnical Service Management Proficient
Expected salary
Location
Danmark
Job date
Wed, 28 Aug 2024 23:20:50 GMT
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