EMEAL IT Service Desk Team Lead

Service Desk Team Leader (Grade 7)

Profile Description

The role involves overseeing the assignment and coordination of support tickets to resolution teams, ensuring accuracy and timely closure within defined SLAs. It includes managing team schedules and balancing workloads to maintain operational efficiency. A key focus is on driving continuous improvement in team performance by monitoring quality metrics, identifying trends, and implementing enhancements. The individual uses strong analytical skills to support both day-to-day operations and strategic initiatives like Problem Management.

Additionally, the role emphasizes the development of team capabilities in technical troubleshooting, process adherence, and customer service. It serves as a central point of contact for escalations, both technical and non-technical, ensuring swift and effective resolution. By collaborating closely with Service Desk Managers and Team Leaders, the position contributes to maintaining high service standards and fostering a culture of accountability and excellence within the support team.

Summary of Key Responsibilities

• Provides second-level technical support
• Assigns incidents to appropriate resolution team and tracks through to completion
• Uses troubleshooting techniques and tools to identify technical defects/issues
• Actively supports the customer in all aspects through to problem resolution, keeping the customer informed and updated throughout life of incident
• Clearly and concisely logs and tracks details of solutions provided to resolve customer issue, maintaining and updating appropriate databases
• Consistently performs to set targets 
• Identifies first-level support coaching and training needs, prioritises and delivers improvements.
• Acts as escalation point for first-level support
• Handles customer escalations and is responsible for team customer satisfaction targets.
• Adheres to documented daily quality metric processes
• Analyses and reports on trends in team quality metrics, identifying and driving improvement actions.
• Maintains expert knowledge of support tools/services/applications along with future industry products and technologies
• Complies with schedule adherence to ensure overall service level targets are achieved
• Identifies and provides input on unique or recurring customer problems

Knowledge, skills and attributes

• Expert knowledge of supported tools, services and applications.
• Expert knowledge of PC architecture/technology
• Expert knowledge of NTT Data Inc and customer supplied applications
• Expert knowledge of customer procedures
• Expert knowledge and understanding of policies and procedures and the ability to determine course of actions based on given guidelines
• Advanced ability to analyse and solve technical problems by investigating potential solutions using troubleshooting skills
• Expert knowledge of on-line tools
• Excellent organizational skills
• Excellent interpersonal skills
• Excellent telephone and customer handling skills
• Excellent verbal and written communications in English
• Advanced ability to handle stressful situations
• Advanced ability to deal professionally with irate customers
• Ability to learn new products and technologies
• Ability to identify performance & training gaps and recommend/implement solutions
• Ability to mentor and coach Agents

Academic Qualifications and Certifications

• Bachelor’s Degree in any stream
• CompTIA A+ Certification
• ITIL 4 Foundation Certification
• Microsoft Certified: Azure Fundamentals certification is preferred but not mandatory
• PC Maintenance Certification (A+)
• MCP Certification