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Team Lead - Helpdesk/Technical

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Date: Dec 2, 2022

Location: Gurgaon, HR, IN

Company: NTT DATA Services

Roles and Responsibilities:

  • End-to-end management of all accounts
  • Lead, drive, facilitate, and chair all investigation activities, meetings, and conference calls
  • Perform root cause analysis using industry standard ITIL practices
  • Form collaborative action plans with specific actions, roles, and deadlines, and ensuring these are completed
  • Matrix management of client, processes and resources including third parties – including resolving conflict to move forward to resolution
  • Ensure all administration and reports are maintained and up to date
  • Support and nurture process improvements and knowledge base improvements
  • Identify improvement opportunities to further enhance the response and resolution of services impacted
  • conduct workshops and handle customer meetings as subject matter expert when required
  • Complete all the goals/objectives set and activities/tasks assigned/discussed
  • Come up with creative ideas for operations and delivery excellence



  • Strong comprehension and writing skills
  • Excellent verbal communication skills
  • High quality major incident management skills to influence and expedite service recovery
  • Good working knowledge of the Information Technology Infrastructure Library (ITIL) to recognize appropriate aspects in the incident, problem, and change processes and improvements
  • 1 to 3 years of experience in handling multiple teams


Work Timings: Flexible to operate in 24/7



Job Segment: Help Desk, Information Technology, Manager, Technology, Management