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.
Principal Duties, Responsibilities & Accountabilities:
1. Manage, maintain, and develop the IT Helpdesk environment.
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. Minimum of 5 years experience in a fast-paced end-user IT support environment.
8. Hands-on experience of operating a helpdesk environment, including call allocations, queue management, problem determination and prioritization, escalations, general user support, etc.
9. 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).
10. Effective analytical and problem-solving skills.
11. Able to effectively report on and present data appropriately based on the intended audience.
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