, Türkiye Job Family Group: Information Technology (IT) Worker Type: Regular Posting Start Date: November 5, 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 - DISCLAIMER: Please note: We occasionally amend or withdraw Shell jobs and reserve the right to do so at any time, including prior to the advertised closing date. Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Shell/Shell Group companies around the world. 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Working with experienced colleagues , you’ll have the opportunity to develop your skills, in an environment where we value honesty, integrity and respect for one another. At Shell, you progress as we tackle the energy challenge together. #PowerYourProgress Visit our careers site Shell has a bold goal: to become one of the world’s most diverse and inclusive companies, a place where everyone – from our employees to our customers, partners and suppliers – feels valued, respected, and has a strong sense of belonging. Find out more about DE&I at Shell Shell is a global group of energy and petrochemical companies, employing 96,000 people across more than 70 countries. Whether they work on our platforms and pipelines, or in our offices and research labs, people are key to our success. They collectively determine our culture and we expect them to behave according to our values: honesty, integrity, and respect for people. 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