Service Desk Team Leader

il y a 2 semaines

Luxembourg NTT DATA Temps plein

**Make an impact with NTT DATA**
Join a company that is pushing the boundaries of what is possible. We are renowned for our technical excellence and leading innovations, and for making a difference to our clients and society. Our workplace embraces diversity and inclusion - it’s a place where you can grow, belong and thrive.

**Your day at NTT DATA**

As a Team Leader for the Network, Security, and Unified Communication Service Desk, you will play a crucial role in ensuring the smooth operation of our client's network, security systems, and unified communication solutions. You will be responsible for leading a team of service desk technicians, providing support, guidance, and technical expertise to ensure the team delivers excellent service. Your role is vital in maintaining and enhancing our clients' network, security, and unified communication infrastructure.

**What you'll be doing**

**Key Responsibilities: 20% Team Lead - 80% Operation**

Team Leadership:

- Lead and mentor a team of service desk technicians, fostering a collaborative and high-performing work environment.
- Set clear performance expectations, conduct regular one-on-one meetings, and provide constructive feedback to team members.
- 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 required.
- Lead the discussion of the daily huddles and ensure performance-enhancement solutions are identified and implemented.

Technical Expertise:

- Stay up-to-date with the latest network, security, and unified communication technologies and best practices.
- Assist team members with complex technical issues and escalations in network, security, and unified communication.
- Develop and maintain in-depth knowledge of the organization's network, security, and unified communication architecture.

Service Desk Management:

- Oversee the daily operation of the Network, Security, and Unified Communication Service Desk, ensuring efficient incident management, problem resolution, and service requests.
- 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.
- 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.
- Collaborate with other IT teams to address network, security, and unified communication-related issues.
- Implement and improve service desk processes to optimize efficiency.

Customer Engagement:

- Interact with clients and act as a point of contact for network, security, and unified communication-related inquiries or issues.
- Build and maintain strong relationships with clients, promoting trust and customer satisfaction.

Documentation and Reporting:

- Maintain accurate records of incidents, service requests, and network, security, and unified communication configurations.
- Generate reports on team performance, incident trends, and areas for improvement.

**Qualifications**:

- Bachelor’s degree in computer science, Information Technology, or a related field (or equivalent work experience).
- Proven experience in network, security, and unified communication support, preferably in a service desk or technical support role.
- Strong leadership skills and a track record of successfully managing and motivating teams.
- Certification in network, security, and unified communication technologies (e.g., Cisco, Palo Alto, F5) is a plus.
- Excellent communication and customer service skills.
- Ability to work effectively under pressure and prioritize tasks.
- Problem-solving skills and a detail-oriented approach to troubleshooting.
- Fluent in English

**Workplace type**:
On-site Working

**About NTT DATA**

**Equal Opportunity Employer

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