Executive Information Technology

Dr. B. Lal Clinical Laboratory; Jaipur; On-site; INR 300,000 - 460,000; Full time

Job summary

Dr. B. Lal Clinical Laboratory in Jaipur invites applications for an Information Technology Executive role within the Business Tranformation department. The Senior Executive will manage day-to-day user support, ticket resolution, infrastructure maintenance, and basic network and hardware security to ensure compliant IT operations.

The role emphasizes process documentation, SLA adherence, and collaboration with IT teams and vendors to maintain uptime and security across locations.

Qualifications

• Experience in day-to-day user support and ticket resolution.
• Knowledge of IT infrastructure and network uptime fundamentals.
• Understanding of endpoint security and compliance.
• Strong documentation and process adherence skills.

Responsibilities

• 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 with logs and initial troubleshooting steps documented.
• Maintain and update the helpdesk ticket status daily and seek CSAT feedback.
• Highlight recurring issues for root cause analysis and long-term resolution.
• Conduct daily checks on local IT infrastructure including internet, routers, LAN cables, biometric attendance systems, printers, and telephony.
• Perform branch-level IT health checks and report deviations.
• Assist in new user hardware setup and patch compliance.
• Coordinate with vendors for equipment servicing and monitor SLA adherence.
• Maintain inventory logs for issued hardware.
• Ensure endpoint devices have updated antivirus and system firewall enabled.
• Perform weekly checks on USB access and unauthorized software.
• Assist in implementing actions from security reviews or audits.
• Support documentation during audits.

Skills

User Support

Ticket Management

IT Infrastructure

Network Security

Documentation

Tools

Antivirus

System Firewall

Patch Management

Job description

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.

• 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