Service Desk Manager at NTT Ltd.

The MS Service Desk Management takes responsibility for the operational management of a team of service desk employees who is the 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 other stakeholder functions in fulfilling their obligations.

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 categorized.
• Ensure the allocation of an appropriate ticket prioritization 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 teams.
• 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.
• Good collaboration skills and able to interact professionally.
• Broad understanding of project management principles.
• Strategic in nature with the ability to improve efficiency and functioning of the team.

Required Experience:

• National diploma or degree in Computer Science or related field.
• 5+ years of experience in IT Service Desk Management.
• Demonstrated experience managing a team of technical professionals.
• Knowledge of IT best practices (e.g., ITIL, COBIT) and their application in IT service desk management.
• Expertise in managing IT service desk tools and software (e.g., ITSM, CRM, ticketing systems).
• Ability to develop and maintain SLAs and quality standards for IT service desk operations.
• Excellent communication and interpersonal skills.
• Strong problem-solving and critical thinking skills.