Helpdesk Supervisor

Shell

Greater Istanbul

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