Team Leader: Service Desk
NTT Corporation
- Port Elizabeth, Eastern Cape
- Permanent
- Full-time
- 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
- Bachelor's degree or equivalent in information technology or related
- Relevant technical certifications preferred
- ITILv4 foundation knowledge is required
- 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