Job Title: IT Helpdesk System Supervisor
The IT Helpdesk System Supervisor is required to oversee and report on the day-to-day operations of the global Help Desk environment and ensure that end users are receiving appropriate assistance in a timely manner. SOX control responsibilities may be part of this role, which are to be adhered to where applicable.
Principal Duties, Responsibilities & Accountabilities:
Responsibilities will include:
* Manage, maintain, and develop the IT Helpdesk environment (Freshservice)
* Provide management reports on help desk operations, ensuring that service levels are met, identify trends, and make recommendations for service improvement.
* Oversee the help desk support staff’s daily activities ensuring timely and professional delivery of technical support, and call management.
* Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner.
* Enforce technical standards, systems, policies, and procedures.
* Provide guidance to the Global IT Support team relating to end-user support.
* Liaise with stakeholders in the business at both a technical and non-technical level, building positive working relationships.
* Ensure that auditable activities are carried out in a timely manner in accordance with their specified criteria, for example SOX controls etc. Duties will vary and be revised due to the nature of the IT Support environment (above is a guide and not a comprehensive list of responsibilities).
Essential Skills:
* Minimum of 5 years’ experience in a fast-paced end-user IT support environment
* Hands-on experience of operating a helpdesk environment, including call allocations, queue management, problem determination and prioritisation, escalations, general user support etc.
* Delivering a quality IT experience in-line with ITIL best practice, and enhancing the functionality of an ITSM tool (experience of Freshservice is desirable but not essential)
* Effective analytical and problem-solving skills
* Able to effectively report on and present data appropriately based on the intended audience
* Demonstrable experience of developing IT processes, workflows, and automation
* Good time management skills
Core Behavioural Skills:
* Strongly customer-focused, experienced in providing support to end users
* Confident individual with good interpersonal skills, able to deal with people at all levels and communicate to users in a clear non-technical language
* Analytically minded, able to break down and understand information, and report on findings
* Ability to report on progress, timescales, outstanding and completed activities
* Must be comfortable with working in a fast-moving, dynamic business
* Good organisational skills, used to managing and prioritising own workload
Company Values Statement:
We endeavour to create a work environment that reflects the culture of the company, and we encourage every member of our staff to embrace our commitment to be:
* Professional
* Quality Driven
* Goal Orientated
* Customer Focused
* Continuously Improving
* Flexible
* Open & Integrated
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