, Türkiye

Job Family Group:

Information Technology (IT)

Worker Type:

Regular

Posting Start Date:

June 2, 2026

Business Unit:

Projects and Technology

Experience Level:

Experienced Professionals

Job Description:

Job Purpose

Ensuring the provision of end‑user support to the employees of all Shell companies in Turkey through a contractor team, and managing the end‑user inventory across Shell Turkey.

Accountabilities:

• Responsibility for the IT Infrastructure(configuration procedures in terms of network, desktop, notebook)  of all locations supported

  
  

• Manage Local Helpdesk Support contract and resource in line with SLAs/Agreements.

  
  

• Responsibility for the installation (re-image) and second line support of PC’s in accordance with Shell global standards.

  
  

• Ensure SLAs and targets/KPIs are met for Desktop/End User operations with regards to local services and local helpdesk.

  
  

• Ensure SLAs and targets/KPIs are met for Managed Print Services contacts.

  
  

• Ensure telecoms services (Mobile/Smart Phones, Landlines, GSM, Mobile Data and DSL) are delivered within the SLAs and in accordance with policies and standards.

  
  

• Procurement and asset management of desktop/portable equipments, and keeping the inventory up to date.

  
  

• Managing escalation process for Global Ticket and actively monitor/follow up respective teams to resolve tickets/requests.

  
  

• Responsibility for support of the local End-to-End processes covering Call Management, Change and Problem Management.

  
  

• Ensure that all maintain IT infrastructure stability on all sites in Turkey as a local helpdesk lead.

  
  

• Ensure that all activities are executed in accordance with Shell standards and in compliance with Trust Domain security standards.

  
  

• Perform GID focal point(Management, Billing, Training, Access, Smart Card Administration etc. ) tasks.

  
  

• Organizes and coordinates regular awereness sessions for end users on widely used Microsoft products within Shell’s IT environment.

  
  

• Visits the Lubs Plant and main terminals at least 2–3 times a year and identifies end‑user needs during these onsite assessments.

  
  

• Responsible for providing and coordinating all audio‑visual (AV) support across Shell Turkiye, ensuring seamless operation of meeting room technologies and corporate AV systems.

  
  

• Working in full compliance with ISO9001 Quality Management System and ISO27001 Information Security Management System.

  
  

Dimensions:

• 3 contractor reports.

  
  

• No direct budget responsibility

  
  

• Typical Job Grade of Supervisor/Manager: JG4 or higher

  
  

Skills & Requirements:

• Professional qualification Minimum 7 years relevant IT experience

  
  

• Experience and knowledge of company systems and software essential or ability to learn quickly.

  
  

• Has prior experience in managing a small team.

  
  

• Preferred Experience and knowledge in ITIL processes.

  
  

• Practical hands-on ability to resolve end-user related problems

  
  

• Analytical and questioning mindset

  
  

• Good team player and able to efficiently work and communicate with 3rd party service providers

  
  

• Customer focused and able to provide training to the customer

  
  

• Able to deliver under time pressure and deliver on strict deadlines

  
  

• Excellent communication skills.

  
  

• No travel restrictions.

  
  

• Good Business English, written and oral

  
  

• Good Analytical skills.

  
  

• Result oriented.

  
  

Special Challenges:

• The operational nature of the role will require out-of-hour working, sometimes unplanned and on call

  
  

• Needs to be able to deal with state of the art, differentiated and often unproven technologies which require some learning on the job

  
  

• Needs to be comfortable with sometimes vague and changing scope and priorities in a rapidly changing environment

  
  

• Ability to ensure one team mindset across the various teams to drive effective delivery

  
  

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