Service Desk Team Leader

il y a 1 semaine

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

  • Deep - Team Leader - Service Desk

    il y a 3 jours

    Luxembourg POST Group Temps plein

    **DEEP - Team Leader - Service Desk**: **Date**:20 janv. 2025 **Lieu**: Luxembourg, Luxembourg **Entreprise**:POST Luxembourg Afin de renforcer les équipes de DEEP au sein de notre équipe Customer Support and Operations nous recherchons actuellement un(e) **Team Leader - Service Desk (M/F/n)** à temps plein. **Vos missions**: - Coordonner, motiver et...

  • Deep - Team Leader - Service Desk

    il y a 3 jours

    Luxembourg EBRC Temps plein

    Afin de renforcer les équipes de DEEP au sein de notre équipe Customer Support and Operations nous recherchons actuellement un(e) **Team Leader - Service Desk (M/F/n)** à temps plein. **Vos missions**: - Coordonner, motiver et accompagner l’équipe pour atteindre les objectifs fixés. - Développer les compétences des collaborateurs en organisant des...

  • Team Leader Service Desk

    il y a 4 semaines

    Luxembourg Rcube Professional Services S.A Temps plein

    Nous recherchons un(e) **Team Leader Service Desk** expérimenté(e) pour superviser et piloter une équipe de consultants dédiée au support IT. Votre rôle consistera à garantir l'efficacité et la performance du Service Desk, tout en veillant à ce que les objectifs de qualité et de délais soient atteints. En tant que point de contact principal pour...

  • Team Leader Service Desk

    il y a 6 heures

    Luxembourg Rcube Professional Services S.A Temps plein

    Nous recherchons un(e) **Team Leader Service Desk** expérimenté(e) pour superviser et piloter une équipe de consultants dédiée au support IT. Votre rôle consistera à garantir l'efficacité et la performance du Service Desk, tout en veillant à ce que les objectifs de qualité et de délais soient atteints. En tant que point de contact principal pour...

  • Service Desk Team Leader

    il y a 4 semaines

    Luxembourg Heintz van Landewyck Temps plein

    **Landewyck**, a heritage tobacco manufacturer with over 175 years of history, is evolving. With the changing times, we have embarked on an innovative journey to develop Next Generation Products that meet the diverse needs of consumers worldwide. We are looking for a **Service Desk Team Leader** to coordinate three activities: - **Y**_**our...

  • Helpdesk Team Leader

    il y a 4 semaines

    Luxembourg ARHS Cube Temps plein

    **Description du poste** Nous recherchons un(e) **Helpdesk Team Leader** (_h/f_) dynamique pour diriger notre équipe de support. En tant que chef d'équipe Helpdesk, vous jouerez un rôle central dans la supervision quotidienne des opérations du service d'assistance, en garantissant un support efficace et de haute qualité à nos utilisateurs. Vous aurez...

  • Helpdesk Team Leader

    il y a 6 heures

    Luxembourg ARHS Cube Temps plein

    **Description du poste** Nous recherchons un(e) **Helpdesk Team Leader** (_h/f_) dynamique pour diriger notre équipe de support. En tant que chef d'équipe Helpdesk, vous jouerez un rôle central dans la supervision quotidienne des opérations du service d'assistance, en garantissant un support efficace et de haute qualité à nos utilisateurs. Vous aurez...

  • Service Desk Technician

    il y a 3 jours

    Luxembourg Lombard Odier & Cie Temps plein

    A career at Lombard Odier means working for a renowned global wealth and asset manager, with a strong focus on sustainable investing. An innovative bank of choice for private and institutional clients, our independently owned Firm is one of the best-capitalised banking groups in the world, managing close to CHF 300 billion and operating from over 25 offices...

  • Team Leader

    il y a 2 semaines

    Luxembourg CTG IT Solutions Temps plein

    CTG is an international IT solutions and services company, back over 50 years of experience. CTG IT Solutions, part of the CTG Group is dedicated specifically to the European Institutions. More than 200 colleagues are working within multicultural teams in Brussels, Luxembourg, and Strasbourg. We provide to the European Institutions all kind of IT services,...

  • Service Desk Consultant

    il y a 6 jours

    Luxembourg CONVOTIS GmbH Temps plein

    **Who we are**: The Service Desk Consultant is providing front-line primary support to customers and internal users of Convotis infrastructures / managed services and undertaking established and routine activities associated with Service Desk operations as directed and assigned by its line manager. **Service Desk Consultant (m/w/d) in Luxemburg**: **Key...

  • Service Desk Operator

    il y a 4 semaines

    Luxembourg CTG IT Solutions Temps plein

    CTG is an international IT solutions and services company, back over 50 years of experience. CTG IT Solutions, part of the CTG Group is dedicated specifically to the European Institutions. More than 200 colleagues are working within multicultural teams in Brussels, Luxembourg, and Strasbourg. We provide to the European Institutions all kind of IT services,...

  • Service Desk Operator

    il y a 5 jours

    Luxembourg CTG IT Solutions Temps plein

    CTG is an international IT solutions and services company, back over 50 years of experience. CTG IT Solutions, part of the CTG Group is dedicated specifically to the European Institutions. More than 200 colleagues are working within multicultural teams in Brussels, Luxembourg, and Strasbourg. We provide to the European Institutions all kind of IT services,...

  • Team Leader Support

    il y a 2 jours

    Luxembourg Econocom Temps plein

    Econocom designs, finances and oversees companies' digital transformation. The Econocom Group share is part of the BelMid index. You will be part of our Team in Luxembourg and you report to the Service Delivery Manager of Econocom PSF S.A. **Responsibilities**: Supervise IT support team in scheduling and completing tasks and status reports, assisting with...

  • Service Desk Officer

    il y a 4 semaines

    Luxembourg Cebi Group Temps plein

    **Your Mission**: The Service Desk Officer will play a crucial role in supporting our global workforce by providing high-quality Level 1 and Level 2 IT support. The Service Desk Officer will be responsible for ensuring seamless IT operations, managing Service Desk tools and providing first-class support to end-users in Cebi's subsidiaries. **Your...

  • Service Desk Officer

    il y a 6 heures

    Luxembourg Cebi Group Temps plein

    **Your Mission**: The Service Desk Officer will play a crucial role in supporting our global workforce by providing high-quality Level 1 and Level 2 IT support. The Service Desk Officer will be responsible for ensuring seamless IT operations, managing Service Desk tools and providing first-class support to end-users in Cebi's subsidiaries. **Your...

  • Automation Team Leader

    il y a 2 semaines

    Luxembourg TLI Temps plein

    **WANTED: Automation Team Leader (M/W)**: We (TLI SERVICES) are currently looking for Automation Team Leader to integrate a fast-growing Luxembourgish company. By joining the TLI SERVICES Consultant Team, you will contribute to its growth and become a superhero ! **Your Responsibilities**: - Market watch and analyze in the area of IT Assets (end user...

  • Technicien Service Desk

    il y a 6 jours

    Luxembourg Europ IT Services Temps plein

    Europ-IT group provides IT services and engineering to corporate clients, small to medium sized business and other various companies throughout Europe. Technicien Service Desk Mission Premier point de contact pour les clients qui recherchent une assistance technique soit par téléphone, courrier électronique ou ticketing. Effectuer le dépannage à...

  • Service Desk Agent L1 Fr/uk

    il y a 4 semaines

    Luxembourg Blackridge Group Temps plein

    **SERVICE DESK AGENT L1 FR/UK** **Your Mission**: **Your responsibilities**: As a **Service Desk** **team member you will be: - Maintaining an Asset Database and track changes; - 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server,...

  • Service Desk Agent L1 Fr/uk

    il y a 1 jour

    Luxembourg Blackridge Group Temps plein

    **SERVICE DESK AGENT L1 FR/UK** **Your Mission**: **Your responsibilities**: As a **Service Desk** **team member you will be: - Maintaining an Asset Database and track changes; - 1st and 2nd line support - troubleshooting of IT related problems from software to hardware, such as Mobile device, Desktop and Printers, Infrastructure Management (Server,...

  • Service Desk Agent

    il y a 2 semaines

    Luxembourg CTG IT Solutions Temps plein

    CTG is an international IT solutions and services company, back over 50 years of experience. CTG IT Solutions, part of the CTG Group is dedicated specifically to the European Institutions. More than 200 colleagues are working within multicultural teams in Brussels, Luxembourg, and Strasbourg. We provide to the European Institutions all kind of IT services,...