Team Leader IT Helpdesk Full-time Job

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

The Group is seeking to recruit a dynamic and extremely self-driven individual to join our IT Department at our Head Office in Lami as Team Leader – IT Helpdesk.

Key Responsibilities:

Reporting to the Manager ICT, the Team Leader will be responsible for oversees activities of all help desk members to ensure that they deliver excellent customer service and ensures that all computer related issues are dealt with promptly and effectively including:

• Proactively coordinate administrative and technical workloads for the helpdesk team, including communicating and enforcing procedures, coordinating training, and providing feedback on quality assurance and customer satisfaction
• Assess resources and capacity and prioritise incidents based on impact and urgency including incident management through to resolution and recovery.
• Communicate regular updates to users of all incidents until incident resolution is defined.
• Provide 1st level support and act as escalation point for the team & also across the business for high-priority incidents.
• Oversee management of all tickets in ticket queue to ensure they are resolved or followed up on/or escalated by next Tier Technical Support.
• Provide user training and understand and assist in compliance with software license requirements.
• Analyse monthly service metrics, identify service improvement initiatives and prepare monthly reports on helpdesk metrics for management reporting.
• Develop processes and documentation around helpdesk procedures.
• Perform reasonably related duties within the scope of the classification as assigned.

Qualification & Experience:

• Tertiary qualification in information technology/computer science or related field.
• At least two years of incident management experience (help desk) as a Team Leader or Supervisor
• Strong knowledge and ability to conduct basic hardware and software troubleshooting.
• A high level of analytical acumen and solution orientation to influence and guide technical oversight efforts.
• Emotional quotient - ability to depict situational leadership and absorb pressure during crisis.
• Interpersonal and collaborative skills to engage strategically with peers and other senior executives of the Group including cross business discussions.
• Excellent communication skills – both written and verbal.

How to Apply:

Interested candidates who meet the above criteria must apply with the below link: 

https://jobs.hrmonise.com/details/3097/cjpatel-itdept/team-leader

Applications close on 5th May 2024. 

The CJ Patel Group is a diverse group of organisations across a variety of industries, all with the common goal of delivering world-class products and services.
With our head office in Fiji, CJ Patel controls the operations of over 20 different companies across 10 countries, using a variety of business ownership models from joint venture, to wholly owned subsidiaries.
We are an adaptable group, capable of changing our models to best suit the needs of the business sector and the environment in which we are operating.