Job Description

We are looking for

a dynamic Senior Helpdesk Administrator to act as the 2IC (Second-in-Command) for our busy Helpdesk team.

In this dual-impact role, you will provide premium frontline IT support to our retail stores and Support Office users while working side-by-side with the Helpdesk Team Leader. You’ll play a pivotal role in coordinating daily operations, mentoring junior team members, driving service level agreements (SLAs), and ensuring exceptional customer satisfaction across the business.

Key Responsibilities

  • Frontline Support: Deliver high-quality technical troubleshooting and resolution for retail stores and corporate Support Office users.

  • Leadership & 2IC Support: Assist the Helpdesk Team Leader in managing daily operations, monitoring team performance, and stepping in to lead when required.

  • Mentorship: Guide, coach, and support junior Helpdesk Team Members to elevate ...

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