DirecciónKey Roles and Responsibilities :
- Responsible for managing a team of Service Desk agents and team lead(s)
- Management of the Service Desk Team including ensuring resource allocation, attendance, effective achievement of KPI’s and planning activities
- Contribute to the process of managing tickets or calls logged at the Service Desk
- Ensure all incidents which are logged, are accurately registered and categorized
- 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 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 mindset 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 the continual service improvement process
- Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented
- Identify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvement
- Monitor backlog and use escalation channels to get the right team involved in resolving tickets in a 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 be able to effectively manage the resources that report to them
- Excellent collaboration skills and ability to interact professionally
- Broad understanding of project management principles
Academic Qualifications and Certifications :
- Bachelor's degree or equivalent in information technology or related
- Relevant technical certifications preferred
- ITILv4 foundation knowledge is required
Required Experience :
- Demonstrated relevant work experience gained in call centre managed services / services delivery environment within a medium to large information technology environment
- Entry level team management / leadership experience
- Demonstrable experience leading a team of Service Desk agents
dimensiondatacareers
Skills Summary
Incident Management Process, Knowledge Management, Operational Performance, Operations Management, Operations Processes, Service Desk, Service Request Management
What will make you a good fit for the role?
Workplace type : On-site Working
On-site Working
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
