Executive IT Support Expert

Job Description Summary

An IT support expert for executive and board members ensures seamless operation and maintenance of IT equipment, plans and coordinates technical aspects of events, participates in end-user impacting IT projects, and collaborates with the Executive IT support service desk to provide dedicated support to VIP users and their assistants.

Job Description

Major accountabilities:

• Manage the delivery of one or more systems, tools or applications and ensure their stability, integrity and business continuity.
• Ensure services are delivered to the agreed SLA, including reviewing supplier performance based on the agreed SLAs and KPIs.
• Identify, investigate, and resolve incidents, report on incidents and review findings with key stakeholders.
• Address problems by driving identification of root causes and prevention of recurrences.
• Ensure that an up-to-date asset inventory is maintained and only authorized components are used coordinate configuration management database changes and /or ensure that configuration items are identified, accounted, reported, verified and audited.
• Ensure proper user and access management.
• Ensure adherence to documented operational procedures and quality standards, and that appropriate operational service documentation is created and accepted by stakeholders.
• Support Service / Solution Operations Manager in technical topics -Reporting of technical complaints / adverse events / special case scenarios related to Novartis products within 24 hours of receipt -Distribution of marketing samples (where applicable)

Key performance indicators:

• Quality of service provided -Adherence to SLAs -Operational efficiency -Number of service requests processed -Number of incidents solved, quality of solution -Accurate recordings of alerts -Customer satisfaction -Completeness and correctness of asset inventory

Minimum Requirements:
Work Experience:

• Accountability.
• Cross Cultural Experience.
• Ambiguity.
• Collaborating across boundaries.

Skills:

• IT Service Acceptance.
• Network Support.
• IT Systems Installation / Decommissioning.
• IT Customer Service Support.
• IT Configuration & Asset Management.
• IT Security Administration.
• IT Application / Infrastructure Management.
• IT Systems Integration.
• IT Incident & Problem Management.
• IT Service Level Management.
• IT Capacity & Availability Management.

Languages :

• English.

Skills Desired