At NTT we believe that by using innovative technology we can solve global challenges and create a world that is sustainable and secure. We are looking for curious people, from diverse backgrounds, that are keen to work in a fast-paced and agile environment.
At NTT we trust our employees to do the right thing, even when no one is watching, which is why we offer flexibility in the workplace. The majority of our roles are hybrid, meaning we encourage a balance of working from home and our local office. Ask our recruitment team if this is a hybrid role.
Want to be a part of our team?
The Senior MS Service Desk Team Lead takes responsibility for the operational management of a team of service desk employees who is first point of contact for clients and vendors, accountable for taking calls, chat requests or tickets and handling resulting incidents or service requests, applying standard operating procedures.Working at NTT
Key Roles and Responsibilities:
Responsible for managing a team of service desk agents
Contribute to the process of managing tickets or calls logged at the service desk
Ensure all incidents which are logged, are accurately categorised
Ensure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging process
Ensure ticket diagnosis is conducted as to discover the full symptoms, determine what has gone wrong and how to correct it
Ensure reported faults are investigated and diagnosed
Be expected to take ownership and resolve or further escalate escalated incidents
Check incidents are fully resolved and users and/or clients are satisfied and agree to close the related incident
Ensure relevant actions have been logged to enable tracking
Train Service Desk Agents and cultivate the service excellence mind-set in the Service Desk team
Monitor the performance of Service Desk Agents and identify any training/ coaching intervention required
Mentor and coach Service Desk Agents to improve their performance, as part of continual service improvement process
Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented
Identify gaps and short-comings in the current processes, procedures, services and provide recommendations for improvement
Monitor backlog and use escalation channels to get the right team involved to resolve tickets in timely manner
Knowledge, Skills and Attributes:
A good understanding of the vast range of IT operations and NTT service offerings
Display excellent levels of client engagement
Service orientated in nature
Demonstrate operational team management and leadership skills and able to effectively manage the resources that report to them
Excellent collaboration skills and able to interact professionally
Broad understanding of project management principles
Academic Qualifications and Certifications:
ITIL 4 Foundation
ITIL v3 Intermediate beneficial
Relevant technical certifications preferred
Required Experience:
Demonstrable relevant work experience gained in call centre managed services / services delivery environment within a medium to large ICT organisation. Track record of team management / leadership experience
Demonstrable experience leading a team of service desk agents
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What will make you a good fit for the role?
Standard career level descriptor for job level:Join our growing global team and accelerate your career with us. Apply today.
Equal opportunity employer
NTT is proud to be an equal opportunity employer with a global culture that embraces diversity. We are committed to providing an environment free of unfair discrimination and harassment. We do not discriminate based on age, race, color, sex, religion, national origin, disability, pregnancy, marital status, sexual orientation, gender reassignment, veteran status, or other protected category.
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