Overview
My client is seeking an experienced IT Helpdesk System Supervisor 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.
Responsibilities
* Manage, maintain, and develop the IT Helpdesk environment
* 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 staffs 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.
Qualifications
* 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
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