Team Leader: Service Desk

Found in: beBee S ZA - 1 month ago

Port Elizabeth, South Africa NTT Full time

NTT is a leading global IT solutions and services organisation that brings together people, data and things to create a better and more sustainable future.

In todayâs âiNTTerconnectedâ world, connections matter more now than ever. By bringing together talented people, world-class technology partners and emerging innovators, we help our clients solve some of the worldâs most significant technological, business and societal challenges.

With people at the heart of our success, NTT is committed to attracting and growing the best talent and providing an environment where everyone feels they can belong and their contribution matters.


Want to be a part of our team?

Dimension Data is a proud member of the NTT Group, a global IT powerhouse headquartered in Japan. As part of NTT, we deliver a wide range of IT services and solutions to clients around the world. Although the Dimension Data brand was retired in some parts of the world in 2019, it remains well recognized in the Middle East and Africa. Join us and become part of the NTT family as we continue to provide innovative solutions that help our clients achieve their business objectives.

The Team Lead, Managed Services Client Service Desk takes responsibility for the operational management of a team of service desk employees. They ensure client satisfaction by managing daily operations of the service desk, managing the service desk team, representing the team to other stakeholders, and helping to ensure that the service desk is constantly developing and improving. This role takes guidance from the Senior Managed Services Service Desk Manager and/or Managed Services Service Desk Manager and other stakeholder functions in fulfilling their obligations.

Working at NTT

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 KPIâs 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

#dimensiondatacareers

Skills Summary

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

What will make you a good fit for the role?

Workplace type:

On-site Working

Equal Opportunity Employer

NTT 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


Join our growing global team and accelerate your career with us. Apply today.


A career at NTT means:

  • Being part of a global pioneer â where you gain exposure to our Fortune 500 clients and world-leading global technology partners and work with a network of over 40,000 smart and diverse colleagues across 57 countries, delivering services in over 200 countries.

  • Being at the forefront of cutting-edge technology â backed with a 150-year heritage of using technology for good. With 40% of the worldâs internet traffic running on our network and where Emoji were first invented, you can be proud of the groupâs many new âfirstsâ.

  • Making a difference â by doing meaningful work that helps to shape the future for our clients, and across industries and communities around the world.

  • Being your best self â in a progressive âConnected Workingâ environment that promotes flexibility, connection and wellbeing. Where diversity and different perspectives are embraced to ensure equal opportunities for all.

  • Having ongoing opportunities to own and develop your career â with a personal and professional development plan and access to the broadest learning offerings in the industry.

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