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 activitiesContribute to the process of managing tickets or calls logged at the service deskEnsure all incidents which are logged, are accurately registered and categorizedEnsure the allocation of an appropriate ticket prioritisation code upon receipt of the ticket/call and during the logging processEnsure ticket diagnosis is conducted to discover the full symptoms, determine what has gone wrong and how to correct itEnsure reported faults are investigated and diagnosedBe expected to take ownership and resolve or further escalate escalated incidentsCheck incidents are fully resolved and users and/or clients are satisfied and agree to close the related incidentEnsure relevant actions have been logged to enable trackingTrain Service Desk Agents and cultivate the service excellence mindset in the Service Desk teamMonitor the performance of Service Desk Agents and identify any training/ coaching intervention requiredMentor and coach Service Desk Agents to improve their performance, as part of the continual service improvement processLead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implementedIdentify gaps and shortcomings in the current processes, procedures, services and provide recommendations for improvementMonitor backlog and use escalation channels to get the right team involved in resolving tickets in a timely mannerKnowledge, Skills and Attributes:A good understanding of the vast range of IT operations and NTT service offeringsDisplay excellent levels of client engagementService orientated in natureDemonstrate operational team management and leadership skills and be able to effectively manage the resources that report to themExcellent collaboration skills and ability to interact professionallyBroad understanding of project management principlesAcademic Qualifications and Certifications:Bachelor's degree or equivalent in information technology or relatedRelevant technical certifications preferredITILv4 foundation knowledge is requiredRequired Experience:Demonstrated relevant work experience gained in call centre managed services/services delivery environment within a medium to large information technology environmentEntry level team management/leadership experienceDemonstrable experience leading a team of service desk agentsSkills SummaryIncident Management Process, Knowledge Management, Operational Performance, Operations Management, Operations Processes, Service Desk, Service Request ManagementWhat will make you a good fit for the role?Workplace type: On-site WorkingEqual Opportunity EmployerNTT 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
