The Role
Provides day-to-day IT helpdesk support, resolves user tickets, maintains branch infrastructure and network uptime, configures hardware and user access, coordinates equipment vendors, manages IT inventories, supports endpoint security and compliance, and maintains IT documentation, checklists, SOPs, and audit records.
Summary Generated by Built In
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:
- 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.
- 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.
- 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.
- 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
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The Company
What We Do
Dr Lal PathLabs is an Indian diagnostic service provider established in 1949. It operates in the healthcare sector, delivering diagnostic testing and related pathology services to support disease detection, clinical decision-making, and patient care. The company is described as the country’s largest and most respected diagnostic service provider, indicating a broad, nationwide healthcare diagnostics mission rather than a pharmaceutical or hospital-focused business.
