Team Leader: Service Desk at NTT Ltd.

Key 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