NetVAS TOP 1 IT Services Local Energy Industry Multinational

Subsidiary’s IT help desk

• Assist with all technological requirements, connectivity, upgrades and other technological requirements, with a scope limited to front-end assistance or help desk support that enables and its employees to fully comply with the development of its operations and corporate purpose, following Group’s guidelines particularly:

• Install and configure the technology to be used (computer equipment, operating systems, software and applications)
• Carry out periodic maintenance of equipment.
• Providing technological assistance to employees.
• Detect system and application malfunctions.
• Diagnose hardware and software malfunctions.
• Implement and/or execute solutions to problems identified or reported.
• Pass on faults and/or breakdowns to the relevant support services.
• Replace damaged or defective parts of the equipment if necessary.
• Order new parts when missing or required.
• Prepare reports on the status equipment and systems.
• Implement and guide the various teams in the execution of new applications or operating systems implemented
• Set up profiles, email and access for new recruits and provide password support.

System / Collaboration Tools (M365) / Network:

• With Microsoft Azure Tools’ delegations, ensure the Active Directory management, with administrator rights granted on the workstations and servers
• With Office 365 delegations, manage tools mailboxes, permission rights, distribution groups, security groups, Teams channels, Sharepoint sites, OneDrive sites…
• Create user accounts in the IT system and manage their applicative access rights
• Take responsibility for the subsidiary IT link and for the network equipment : act as a local technician by taking care of network equipment, and be ready to make physical actions on it in response to Headquarter IT team’s needs
• Manage the IT room, but also the IT equipment, by ordering, receiving, and install equipment on site (accessories, desktops, laptops…) if exist in the subsidiary
• Ensure the right usage and the respect of the IT security rules

Incidents and crisis:

• Apply the classical declaration process of incidents via the Headquarter ITSM tool, and manage incidents tickets with visibility on all tickets of the subsidiary, user support
• Prioritize tickets besides our Headquarter Quality of Service team in dedicated Teams channel
• Crisis management process : Coordinate the crisis unit in case of IT crisis and contact the on-call duty system for any major incident that requires it

Cybersecurity:

• Ensure the coordination and management of IT/OT security operational processes
• Define and develops the IT security policies and standards, carry with employees and monitor its application
• Ensure the inclusion of IT security in projects, the development, implementation and maintenance of IT and educate all staff to IT security issues
• Contribute to IT compliance with regulations, provides monitoring and management of IT security incidents.