Team Leader Helpdesk (Incident Management)

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Job Description

CJ Patel Group is a diverse group of companies across a variety of industries, all with the common goal of delivering world-class products and services. With the head office in Suva, Fiji, CJ Patel Group has extended manufacturing, sales, distribution and service businesses in Fiji with renowned brands and products with significant exports to a number of countries.

Team Leader Incident Management is essentially responsible to aid in the restoration of service as quickly as possible and to minimize business impact through effective communication and mitigation.The incumbent will also manage help desk support teams and create procedures to deal with problems and develop solutions. The position reports to the Chief Information Officer (CIO), CJ Patel Pte Limited

Outcomes

Organisational Stakeholders
1. Effective Supervision and Leadership Provided
Technical leadership and oversight required to enhance or amend our established processes in incident, problem and change management provided Direct reports and other members of adjacent support teams lead to the highest level of performance Staff performance reviews conducted on a consistent basis and alignment of responsibilities directed to ensure business continuity Helpdesk team’s overall output and quality of service supported and managed to is to an appropriate high standard Individual accountability promoted through an ongoing performance management approach that aligns personal performance objectives with strategic, departmental and team goals. Team developed and organized to ensure staff resource is appropriately allocated to fit business needs within budgetary constraints. Team collaboration ensured across IT Department by consulting, gathering and analyzing information required to support effective control execution, including onboarding of new applications and other Service Design & Transition initiatives. Increased flexibility, enhanced customer experience, improved cost effectiveness and overall continuous improvement ensured. Business supported and focused support ensured to increase business efficiency and continuity.
2. Effective Incident Management, Strategy and Planning
Incidents based on impact and urgency prioritized and resources and capacity assessed. Incidents based on customer and operational impact Identified and classified Queues effectively maintained and accuracy and quality of all information ensured Incidents proactively coordinated through to resolution and recovery. Communication updates of all incidents until incident resolution defined and sent in a timely manner to all users. Daily, weekly and monthly reporting as defined generated and submitted to CIO Number of calls recorded to helpdesk out of number of issues reported and resolved by users Escalation requirements of the tickets identified Tickets based on the required technical support escalated Escalated tickets informed to relevant party Number of issues that has been delayed and escalated without providing timely solutions identified and rectified a detailed plan for reported issue with the ticket details developed in the helpdesk Action plan as per the follow-up actions updated in a timely manner Action plan must be accessible to both support persons and end user Number of issues that have been given action plan Major Incident process if and when required initiated Escalation process when required to ensure focus on high severity incidents applied Implementation and maintenance of all access management and security-related processes and procedures managed Recommendations around policies, standards, procedures, regulatory compliance and best practices; identify opportunities for improvement and/or update provided Intake demand through Company request and incident management system managed
3. Customer and Service Focused
Effective relationships with other areas within Technology Services built and maintained to ensure effective end-to-end request management and positive customer experience. Act as a point of escalation for customer complaints to ensure these are effectively managed and resolved within agreed timeframe. Ongoing training, guidance and awareness ensured for access-related activities and processes, ensuring business customers and peers are aware of key issues and required activities End user satisfaction provided to Helpdesk Users addressed politely timely updates of the issues/incidents to users provided if the issues is taking number of days to resolve User escalation of tickets avoided Coordinate with users and support persons to facilitate with adequate information to resolve the issue without any delay Post implementation status with end users checked
4. Technical Performance
Accurate management and operational recording and reporting mechanisms to enable effective decision making and action developed and produced Effective technical resolution to access-related queries/issues, including appropriate execution of defined control activities and procedures, minimizing business disruption ensured Awareness of relevant technical and industry best practice to ensure dynamic and compliant service provision maintained Incident information from stakeholders collected Issues discussed with relevant technical team Tickets internally created to resolve repeated issues Follow-up with end users to see whether same issue is repeated Strategies implemented in liaison ith CIO to resolve repeated issues reported to helpdesk
5. Team Development
Training and development of team members supported and sharing of information enhanced Internal training requirements identified Knowledge gaps of the helpdesk team assessed Discuss with end users and collect feedback about support services Internal helpdesk team trained and up-skilled in a timely manner High Performing team culture ensured Business centric team with the right blend of business acumen and infrastructure technology skills to operate in the Outage Management built and managed Key KPIs to measure service performance built Targets on Productivity, Quality & Compliance from time to time refined and continuous improvement cycle ensured to enhance the business experience from technology
6. Well Informed Management
Monthly and quarterly report is presented on a timely and accurate basis Ad-hoc information requests by management and shareholders, for decision-making purposes, addressed and in a timely manner Relevant information which supports decision making and action collated and provided to management for informed decision making
7. Organisation's image and value standards demonstrated and promoted
Collaborate with other teams in the organisation for the benefit of the organisation Monitor and encourage team members to uphold image and value standards Uphold and demonstrate the organisation's image and values

Responsibilities - Critical Competencies

Competence	Description
Business
Resource Management	Deliver results through the efficient and effective allocation and use of supplies , equipment and people.
Communication	Exchange information through verbal communication
Customer
Customer Commitment	Demonstrate a commitment to customer service - both internal and external customers.
Quality Focus	Deliver quality.
People
Leadership	Utilise a leadership position to influence people and events and to increase performance.
Problem Solving	Develop practical solutions to a situation.
Professional
Technical Strength	Demonstrate knowledge of a specialist discipline.
Technology Application	Apply technology.

Qualifications

Qualification	Discipline	Notes
Preferred
Degree	Computer Science and Information System

Work Knowledge and Experience

1. At least two years of incident management experience (help desk)
2. A high level of analytical acumen and solution orientation to influence and guide technical oversight efforts to avoid potential financial and operational risks
3. Emotional quotient - ability to depict situational leadership and absorb pressure during crisis.
4. Interpersonal and collaborative skills to engage strategically with peers and other senior executives of the firm, in cross business discussions

Interactions

Interaction	Comments
Internal
All employees

Attributes

Attribute	Definition
Behavioural Styles
Accepting/compliant	Shows a willingness to go along with things and a compliance with expectations.
Accountable	Assumes full responsibility for own actions and identifies with the success or failure of own part of the overall work/goal.
Detail oriented	Attends to the small elements of a task/activity, ensuring completeness and accuracy.
Punctuality	Completes a required task or fulfills an obligation before or at a previously designated time
Reliable	Is able to be trusted to do what is expected or has been promised, puts in a great amount of effort believing in the value of work.
Interpersonal Styles
Consensus seeker	Works to achieve group solidarity and general agreement and harmony.
Perceptive	Shows keen insight and understanding of issues or situations.
Self-sufficient and assured	Readily copes with situations without recourse/need of others, showing confidence and belief in oneself and one's own abilities.
Team Oriented	Enjoys being with others as part of a group or team.
Thinking Styles
Abstract/conceptual thinker	Creates abstract or generic ideas generalised from particular instances.
Analytic	Able to separate things into their constituent elements in order to study or examine them, draw conclusions, or solve problems.
Decisive	Reaches conclusions, promptly and firmly.
Disciplined/Systematic	Is controlled in conduct, shows an orderly pattern of behaviour, following a methodical and thorough approach.
Initiative	Takes action and makes decisions without the help or advice of other people.
Well organised	Controls tasks in a well thought out and critical manner.