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Helpdesk Manager

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Date: Nov 18, 2021

Location: Burnaby, BC, CA

Company: NTT DATA Services

Req ID: 150878 

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.

We are currently seeking a Helpdesk Manager to join our team in Burnaby, British Columbia (CA-BC), Canada (CA).


  • Manages the day-to-day operations of the team, ensuring delivery of team productivity, quality and customer service targets
  • Manages and guides the team to ensure delivery of individual performance against target, constantly reinforcing the highest levels of ethical and customer focus standards
  • Ensures all customer queries are resolved efficiently and effectively by the team within the guidelines and procedures for customer satisfaction and service
  • Coaches and develops individual team members ensuring they have the skills and knowledge to succeed in current and future job roles
  • Acts as a point of escalation for customer issues, achieving resolution by engaging all available resources, and minimizing the need for further escalation
  • Maintains expert knowledge of service offerings along with future industry products and technologies
  • Develops and maintains positive relationships with internal teams
  • Owns and pro-actively drives business projects
  • Analyses reports on complex data associated with key business performance indicators, identifies and drives improvement actions across the business
  • Co-ordinates and manages holiday, absence and other team records
  • Completes timely and meaningful performance reviews and development plans for direct reports
  • Maximizing the potential of helpdesk analyst to resolve issues upon initial contact and reducing the need for escalation.
  • Leads a team responsible for assisting users over the phone and electronically in solving problems related to hardware, software, networks and peripherals.
  • Ensures customer service levels and performance metrics are met by team.
  • Directs team to follow and comply with pre-established helpdesk policies, practices and procedures.
  • Conducts career development, planning and performance of team.
  • Takes ownership of support issues, engaging other internal / external expertise as required.
  • Maintains relationships with vendors.
  • Ensuring that the incident response follows SLA agreements

Minimum Education and Certifications

• Undergraduate degree or equivalent combination of education and work experience.

• Ability to develop business relationships and communicate effectively with the user community.
• Basic troubleshooting skills.
• Basic understanding of the fundamentals of network, server, and desktop administration, installations, upgrades, techniques, tools, and equipment.
• Applies basic understanding of customer service techniques as required to address problems with PC based tools and products.



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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 will consider all qualified applicants for employment without regard to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law. To learn more, please visit Furthermore, NTT DATA Services will make accommodations for eligible applicants on a case-by-case basis. Please email for assistance.

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