Helpdesk Supervisor

Job Family Group:

Worker Type:

Posting Start Date:

Business Unit:

Experience Level:

Job Description:

Job Purpose

Ensuring the provision of end-user support to the employees of all Shell companies in Turkey through a contractor team, and managing the end-user inventory across Shell Turkey.

Accountabilities:

• Responsibility for the IT Infrastructure(configuration procedures in terms of network, desktop, notebook) of all locations supported

• Manage Local Helpdesk Support contract and resource in line with SLAs/Agreements.

• Responsibility for the installation (re-image) and second line support of PC’s in accordance with Shell global standards.

• Ensure SLAs and targets/KPIs are met for Desktop/End User operations with regards to local services and local helpdesk.

• Ensure SLAs and targets/KPIs are met for Managed Print Services contacts.

• Ensure telecoms services (Mobile/Smart Phones, Landlines, GSM, Mobile Data and DSL) are delivered within the SLAs and in accordance with policies and standards.

• Procurement and asset management of desktop/portable equipments, and keeping the inventory up to date.

• Managing escalation process for Global Ticket and actively monitor/follow up respective teams to resolve tickets/requests.

• Responsibility for support of the local End-to-End processes covering Call Management, Change and Problem Management.

• Ensure that all maintain IT infrastructure stability on all sites in Turkey as a local helpdesk lead.

• Ensure that all activities are executed in accordance with Shell standards and in compliance with Trust Domain security standards.

• Perform GID focal point(Management, Billing, Training, Access, Smart Card Administration etc. ) tasks.

• Organizes and coordinates regular awereness sessions for end users on widely used Microsoft products within Shell’s IT environment.

• Visits the Lubs Plant and main terminals at least 2-3 times a year and identifies end-user needs during these onsite assessments.

• Responsible for providing and coordinating all audio-visual (AV) support across Shell Turkiye, ensuring seamless operation of meeting room technologies and corporate AV systems.

• Working in full compliance with ISO9001 Quality Management System and ISO27001 Information Security Management System.

Dimensions:

• 3 contractor reports.

• No direct budget responsibility

• Typical Job Grade of Supervisor/Manager: JG4 or higher

Skills & Requirements:

• Professional qualification Minimum 7 years relevant IT experience

• Experience and knowledge of company systems and software essential or ability to learn quickly.

• Has prior experience in managing a small team.

• Preferred Experience and knowledge in ITIL processes.

• Practical hands-on ability to resolve end-user related problems

• Analytical and questioning mindset

• Good team player and able to efficiently work and communicate with 3rd party service providers

• Customer focused and able to provide training to the customer

• Able to deliver under time pressure and deliver on strict deadlines

• Excellent communication skills.

• No travel restrictions.

• Good Business English, written and oral

• Good Analytical skills.

• Result oriented.

Special Challenges:

• The operational nature of the role will require out-of-hour working, sometimes unplanned and on call

• Needs to be able to deal with state of the art, differentiated and often unproven technologies which require some learning on the job

• Needs to be comfortable with sometimes vague and changing scope and priorities in a rapidly changing environment

• Ability to ensure one team mindset across the various teams to drive effective delivery

-

DISCLAIMER: