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