VESSEL IT HELPDESK EXECUTIVE (Team Lead)

Job Description

JOB PROFILE:

VESSEL IT HELPDESK EXECUTIVE (Team Lead)

General Information

Main function: Information Technology

Information technology Management is managing the IT Portfolio of the organization in order to assure optimal availability, security and efficiency of the company’s IT Infrastructure and to drive business efficiency and innovation through IT support.

Purpose of the role: The Vessel IT Helpdesk Executive (Team Lead) will be a part of IT Department and is responsible for managing, supporting, maintaining and upgrading the on-board IT infrastructure of vessels.

The successful candidate will provide the first level support and be the primary contact point for our fleet. The position offers development in IT knowledge, tele-communication and cyber security skills in a multicultural environment.

Reports to: Vessel IT Manager

Role responsibilities

Main Accountabilities:

• Supervise, mentor and scheduling IT support staff, motivate helpdesk team to achieve performance goals;
• Monitor aging tickets and act as the point of escalation for complex technical issues and liaise with internal ICT teams and/or external providers/vendors for problem resolution;
• Develop and implement helpdesk policies, procedures, and best practices;
• Provide ongoing training to team members on new technologies and support protocols;
• Track KPIs such as response times, resolution rates, and customer satisfaction; prepare regular reports for IT management;
• Work closely with Business Owners and/or IT team to deliver IT solutions projects based off emerging technologies and cybersecurity;
• Enforce company IT and cybersecurity policies onboard vessels;
• Support cyber incident response and vessel cyber drills;
• Monitor performance and ensure system availability and reliability;
• Be part of a roster based 24/7 remote IT support to all vessels and crew;
• Handle IT incidents and service requests via ticketing systems, email, and phone.
• Provide out-of-business hours/weekend support as part of an on-call rota;
• Ship visits may be required.

Core competencies

Appropriate level of education, knowledge and working experience:

• Degree in Computer Science or equivalent;
• 6+ years of IT helpdesk or desktop support experience;
• Maritime IT experience is highly preferred
• ITIL Foundation certification (advantage)
• Knowledge of Microsoft Operating Systems and Applications (Office 365, MS Windows server, Windows 10, Hyper-V, Active Directory), Antivirus, network switches, UPS, firewalls, storage/backup and replication systems (Certifications will be considered a plus);
• Knowledge of hardware troubleshooting, data cabling and WiFi infrastructure;
• Knowledge of ships automation systems will be a plus.

Personal characteristics:

• Ambitious, self-motivated, fast learner with can-do attitude and a genuine interest in all aspects of IT Support;
• Ability to multi-task, work well under pressure and flexibility to work prolonged hours;
• Good troubleshooting and diagnostics skills;
• Strong analytical and problem-solving skills;
• Strong verbal and written communication skills;
• Good team player.