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.
They ensure client satisfaction by successfully managing and completing incidents and requests. This role takes guidance from the Senior MS Service Desk Manager and / or MS Service Desk Manager and other stakeholder functions in fulfilling their obligations.
Radford reference :
Oversees the activities of a call center that provides outsourced operational / business processes support for contracted companies.
Ensures quality service and operational performance within the parameters of the customer’s program and delivery standards.
Analyzes operational processes, establishes escalation procedures and oversees training needs assessments to identify opportunities for service delivery improvements.
Responsible for employee staffing and ensuring program training, including product knowledge, proper language and accent training and support of overall customer requirements.
Duties may also include contract negotiations, customer account relationship management and financial results (call center profit and loss responsibility).
Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Working at NTT
Key Roles and Responsibilities :
Knowledge, Skills and Attributes :
Academic Qualifications and Certifications :
Required Experience :
Track record of team management / leadership experience
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.