Assistant Manager - IT Operations

Job Description

Position Summary:

In accordance with the service level agreement, provide high-quality, customer-focused infrastructure support covering Windows infrastructure.

A DAY IN THE LIFE …

The IT/IS support and help desk is responsible for supporting day-to-day first-level support of Windows infrastructure servers, workstations, printers, etc., according to agreed SLA and responsibility definitions between LGO and the user community.

The tasks include, but are not limited to:

• Installation of desktop, laptop, tablet, server, printers, and other required infrastructure components and perform upgrades and replacements of these components, whenever necessary.
• Help users and execute and maintain user administration processes and procedures for the local market, supported by the customer care unit. This includes AD administration functions.
• Resolve all LGO user access-related problem tickets within SLA timeframes and GLOBE standards.
• Manage incidents in the IT infrastructure area, and ensure that they are properly escalated to the GC.
• Coordinate with LGO customer care and GC support teams in resolving IT infrastructure issues in their market, e.g., workstation operations in all sites in the market/region.
• Support Microsoft software in the sites of Iran.
• Respond to access-related security issues by providing relevant information and sending relevant KPI reports.
• Compliant and security SOPs Implementation and administration for the site responsibilities.
• PABX management and administration.
• Participate in NCE projects in the local IT infrastructure in the market.
• Maintain customer focus: ensure that He or she has an understanding of & affords business needs with a level of priorities required.
• Ensure that he/she adheres to Nestle Iran Policy on supply and distribution of Infant Milk Substitutes and Infant Foods in Iran. He/she must bear in mind that the promotion and protection of breastfeeding is important for the infant’s health. He/she is expected to refresh his/her knowledge on Nestle Iran's policy on supply and distribution of Infant Milk Substitutes and Infant Foods in Iran periodically.

What Will Make You Successful?

• 1+ years of experience in one or more of the required technology specializations and/or suitable tertiary qualifications in information technology.
• Skills in the required technology area.
• Strong problem-solving and analytical skills.
• Communications skills.
• Ability to work in a team.
• Ability to work under pressure.
• Knowledge of English.