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Team Lead - Client Service Desk - Data Center Operations

NTT Ltd.

Team Lead - Client Service Desk - Data Center Operations

£50000

NTT Ltd., City of Westminster

  • Full time
  • Permanent
  • Onsite working

Posted 3 weeks ago, 3 May | Get your application in now before you miss out!

Closing date: Closing date not specified

job Ref: a6797ba4a1784336a2e76deab3e8806d

Full Job Description

  • 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

    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, Incident Management Process, Knowledge Management, Operational Performance, Operations Management, Operations Processes, Service Desk, Service Request Management