Ehelp Desk

As an Help Desk - Tech Manager, you will provide the following support to a Regional
ebusiness Acceleration hub teams for a leading FMCG brand.
- Key SPOC for 9 international markets located within the AOA region in improving and

resolving issues on their websites
- Provide Level 1, 2, and 4 ticket support to stake holders at a market level (based on

ticket severity)
- Develop a stringent framework to guide the usage of the website CMS:

- Ticket issue categorisation
- Ticket issue detailed understanding and analysis / diagnosis
- Responsible for ticket resolutions:

- Self - Solve Low-mid severity issues
- Liase with developers to solve high severity ticket issues
- Liase with technical teams at global (Master website agency) to communicate, discuss,
collectively solve high severity tickets
- New Module Development:

- Conduct feasibility checks on new features and modules
- Leading the development team in building new features and modules for the websites and
rollout of said new features and modules to markets.
- Collaboration:

- Collaborate and participate in meetings with stakeholders (Market /Global) when required.
- Highlight any potential improvements or gaps that may exist, and work with members of
the team to address and resolve them.
- Reporting
- Create monthly helpdesk dashboard (Regional / Country view of tickets)
- Overall country analysis of tickets / overall observations / improvements

**Qualifications**:

- 4-6 years of experience in help desk or tech-related roles
- Proficient in JS, CSS and HTML
- Knowledge in SEO
- Experience with the Drupal 9 CMS preferred
- Experience in communicating with internal and external stakeholders at a variety of levels
- Experience working with multiple markets / international client experience preferred
- Proactive, organized, and able to prioritize tasks
- Possess strong written and oral communication skills, especially in English

The HR Tag, CORE HR Software will automate employee lifecycle and workflows so you can work smarter, not harder. Our Core HR Software stores all employee information within a central system of record rendering seamless organization and management of employee information, such as payroll and benefits data.
Bachelor's or Equivalent