Senior Team Lead: MS Service Desk
Wellington, New Zealand
4d ago

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 :

  • 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
  • What will make you a good fit for the role?

    Standard career level descriptor for job level :

  • Assignments received include goals and the process by which to meet the goals
  • Gives direction to employees according to established policies and management guidelines
  • Recommends changes to units or sub-unit policies
  • Higher level management reviews work
  • Applies judgement within defined policies and procedures
  • Mistakes impact missed schedules
  • Interacts with subordinate managers or peers from other functional areas in other to gain cooperation
  • Presentations are around technical information or schedules
  • Subordinates are typically from P-band or S-band
  • Advises unit or sub-unit and may get involved to meet schedules or project deliverables or help to solve problems
  • 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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