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Service Desk Technical Lead - German

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Date: Jun 3, 2022

Location: Bucharest, B, RO

Company: NTT DATA Services

Req ID: 189595 

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

 

Service Desk Technical Lead - German

Bucharest, Romania
 

Role Overview

The Service Desk Technical Lead oversees the day-to-day operational management and guidance of the technical support team responsible for advising and assisting users in solving problems related to hardware, software, networks, and peripherals using available technology. Studies and analyses user needs and helpdesk processes, knowledge, and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels. This is a key role in ensuring the operational goals of the Global End User and Client Delivery Services Team are achieved and exceeded.

 

Role Responsibilities

  • Provides front-line supervision to an operational, production, and service team of 10-15 employees.
  • Supervises the team typically responsible for a high number of transactions or processes.
  • Provides first-line leadership to a small technical service team.
  • Provides direct oversight of daily team activities.
  • Suggests process improvements to field operations, including tool implementation.
  • Execute service delivery (IMAC, Break Fix, Desk Side Support) according to Managed Client Policy & Procedure Guide.
  • Strives to meet all Client SLAs & Customer Satisfaction Goals.
  • Ensures customer satisfaction by advising customers on preventive maintenance and configurations which may impact product performance.
  • Coordinates with the site Managers, Supervisors in the delivery of mentorship sessions for the existing pool of employees.
  • Acts as a technical point of contact for the account.
  • Align to Service Delivery's innovation and CSI program.

 

Key Skills

  • Hands-on IT support experience or equivalent combination of education and work experience.
  • Experience in troubleshooting skills and resolving technical IT issues.
  • Strong technical acumen, experience in understanding the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
  • Prior Field Tech/IT Support supervisory, leadership experience.
  • Strong people management skills with the ability to coach and develop IT support Engineers
  • Experience working as part of a Service Delivery function
  • Fluency in German and English Languages
  • ITIL V3 knowledge is a plus

 

Key Attributes

  • Ability to communicate clearly at all organizational levels;
  • Ability to multi-task in a dynamic environment;
  • Experienced analytical, negotiation and organizational skills;
  • Ability to take ownership of challenging tasks.
  • Curiosity & focus on developing;
  • Outside of the box & problem solving abilities.

 

Benefits

The opportunity to work for one of the leading companies in the industry with a high focus on growing talent & developing people. The role will be part of the Romanian Service Desk Management team together with a dynamic group of passionate & highly skilled Service professionals.

Our people are the most critical component of our long-term success, and their health and wellbeing are our priority.

  •  You will enjoy a comprehensive, locally competitive benefits package
  •  Working for a top 5 company in the industry worldwide
  •  Company culture focused on the employee wellbeing
  •  The opportunity to grow a career in Monitoring/Infrastructure
  •  Learning & Development platforms

 

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.

NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.

 

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