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:
1. Manage, maintain, and develop the IT Helpdesk environment (Freshservice)
2. Provide management reports on help desk operations, ensuring that service levels are met, identify trends, and make recommendations for service improvement.
3. Oversee the help desk support staff’s daily activities ensuring timely and professional delivery of technical support, and call management.
4. Supervise and monitor all open tickets and identify overdue issues, providing resolution in a timely and effective manner.
5. Enforce technical standards, systems, policies, and procedures.
6. Provide guidance to the Global IT Support team relating to end-user support.
7. Liaise with stakeholders in the business at both a technical and non-technical level, building positive working relationships.
8. Ensure that auditable activities are carried out in a timely manner in accordance with their specified criteria, for example SOX controls. 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:
1. Minimum of 5 years’ experience in a fast-paced end-user IT support environment
2. Hands-on experience of operating a helpdesk environment, including call allocations, queue management, problem determination and prioritisation, escalations, general user support, etc.
3. 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)
4. Effective analytical and problem-solving skills
5. Able to effectively report on and present data appropriately based on the intended audience
6. Demonstrable experience of developing IT processes, workflows, and automation
7. 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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