IT Helpdesk Supervisor

About the job
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.

We are looking for a dynamic and engaging IT Helpdesk Supervisor with 3-5+ years of experience who can inspire and motivate teams to create a high performing culture and deliver successful customer outcomes. You will be responsible for the delivery of end user and systems operations support, mentoring the local Mauritius Support team, and joining a supportive wider Global Operations team.

This is an excellent role for a positive, flexible and results driven individual who is hands-on and takes ownership of tasks through to completion and enjoys working in a fast paced and ever-changing environment.

This role will involve working closely with colleagues in different time zones, completing daily handover calls and supporting global colleagues during the Mauritius working day.

The individual will also hold a Data Protection function in the firm by ensuring the regional offices in Mauritius are aligned and adhere to local Data Protection laws and may facilitate appropriate projects relating to Data Protection matters including Records of Processing and paper destruction. We will ensure that the individual is registered with the local Data Protection Commissioner for two regulated boards and full support would be given from the Global Data Protection team.

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 Data protection matters and projects in conjunction with the Global Data Protection team.
• 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

Our Office Charter

Five simple behavioural promises that will create an amazing and highly productive working environment at Hawksford.

No Hierarchy

We all have an equal right to enjoyment and use of all spaces, regardless of job level or department

Have Fun

Be happy and never be afraid to laugh, enjoy yourself, and create magic moments for others

Say Hi

The office is designed for interaction, so be proactive to build new relationships and spread positive energy on your way

Respect Everyone

We are all different, and that’s a good thing! Be patient, kind and appreciative of these differences

Be Flexible

Bring a positive attitude with you into the office, and always be receptive to change