IT Helpdesk Supervisor,
Group

Job Purpose

To supervise, oversee and mentor the smooth running of the Central zone (UAE / Mauritius) Operations Support team in conjunction with providing a first- and second-line support service to end users covering any software or hardware related problems.

Principal Accountabilities:

• Managing the local Operations team, to fostering a positive, motivated, and connected team culture by actively championing employee wellbeing and engagement. They will monitor team morale, identify opportunities to enhance the overall employee experience, and proactively address any concerns that may impact satisfaction or performance.
• Ensure all user applications and infrastructure requests and calls for applications and infrastructure assistance are logged in a timely and appropriate manner. Remain aware of the importance of accurate logging and coding of logged issues to facilitate subsequent management analysis.
• Provide 1st and 2nd line support for both local and remote staff over the phone and, if necessary, desk side. Where necessary escalate to the appropriate internal or contracted external 2nd and 3rd line support. Keep users regularly informed of call status either by phone or email. Keeping the Operations Centre Manager appraised at all times of any critical issue or user concern/complaint.
• Review at least daily the progress of calls and requests logged by the Central support team, raising any concerns regarding a failure to meet agreed service level provision with the Operations Centre Manager.
• Perform troubleshooting and fixing of desktops, laptops, printers, scanners, and other computer peripherals.
• Ensure all System changes are authorised and is undertaken in accordance with the prevailing Change Control Policy.
• Raise any risks identified with the Operations Centre Manager.
• Support the monitoring and response to system alerts.
• Provide continual improvement recommendations such as root cause analysis to identify a trend and resolve the issue for all customers.
• Possess high level of verbal and written communications including demonstrated experience developing technical documentation and manuals.
• Occasionally work non-business hours providing system and application support.
• Cover for other Operations Centre colleagues in their absence.
• Maintain the equipment asset register and support the auditing and tracking of Operations assets.
• Build good working relationships with all business users and share knowledge with other members of the Operations Centre team.
• Appreciate the needs of business users and help your team manager align applications and infrastructure services to meet these in the most appropriate and cost-effective way.
• Ensure support requirements, issues and actions are communicated in a flexible and adaptable manner depending on situation/individual concerned.
• Undertake any other task as requested by the Operations Centre Manager or Associate Director as required.

Education and Experience: -

• Bachelor’s degree / Diploma in IT or equivalent preferred.
• 3 – 5+ years’ experience in a Helpdesk environment.
• Microsoft Certification would be an advantage.
• Proven ability in meeting KPIs and targets.
• Working knowledge of Active Directory / Azure / Office365
• Experience using ticketing tools and adhering to SLAs.

Personal Attributes: -

• Great customer service
• Willingness to learn and grow
• The ability to think logically
• A mindset towards technical, analytical and problem-solving skills
• Excellent listening and questioning skills, combined with the ability to interact confidently with clients to establish what the problem is and explain the solution
• Strong ability to follow documented procedures, prioritise tasks, and self-manage workload
• Good understanding of basic IT Principles across Network, Server, and Desktop environments
• Able to work as a part of the team toward common goals
• A strong customer focus
• Punctuality / Accuracy / Attention to detail

Send your application to: Mauritius.Careers@hawksford.com