Role Clarity | Information Technology Executive

Department:Business Tranformation

Reporting To: HOD IT

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
- 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.
- 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

📌 Executive Information Technology (Jaipur)
🏢 Dr. B. Lal Clinical Laboratory
📍 Jaipur