Executive Information Technology

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