Helpdesk Supervisor
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About this role
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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
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