Job Description

Duties and Responsibilities

Action prompt resolution of tickets through to resolution, troubleshooting end user and data issues Supervise the helpdesk team, ensuring prompt resolution of tickets with a high level of customer satisfaction Maintain and enhance IT service management processes via Jira, ensuring effective project management and ticket resolution Work closely with users accessing applications through Citrix, providing guidance and troubleshooting support Keep abreast of the latest trends in ITSM and helpdesk management, incorporating best practices into daily operations Manage a small portfolio of helpdesk projects, ensuring they are completed on time and meet all requirements Monitoring and analyzing relevant business data Act as an escalation point for complex queries, and those needing urgent attention Identify and implement opportunities and areas for improvement Build effective relationships across the Group Follow and enforce procedures, such as H&S and HR Other duties and projects as assigned

Competencies

Strong supervisory skills Excellent problem-solving abilities, particularly in troubleshooting Windows 10 and 11 operating systems, basic network issues, and overall ITSM processes Proficiency in using Jira for IT service management and project management, and Google Workspace for collaboration Knowledge of Citrix environments and the ability to support users in accessing their applications Exceptional communication and interpersonal skills, capable of managing expectations and delivering high levels of customer service Flexibility to meet operational requirements Ability to communicate on a technical and non-technical level with different departments/management levels

Accountabilities and Performance Measures

Achievement of high customer satisfaction ratings and adherence to service level agreements (SLAs) Effective management and resolution of tickets within predetermined timeframes Successful mentoring and development of the helpdesk team Efficient management and completion of assigned projects, with minimal focus on project management but ensuring quality and timeliness Monitoring and management of relevant budgets

Job Requirements/

Qualifications

Experience in a helpdesk capacity, preferably in a manufacturing environment HNC or equivalent in Information Technology, Computer Science, or related field Experience in supervising a remote team Ability to travel as required for site visits 5+ years of experience in IT support or helpdesk roles, with at least 2 years in a supervisory position * Strong technical background, with expertise in Windows 10 and 11 troubleshooting, basic network troubleshooting, and an understanding of ITSM processes