Service Desk Lead
Technical Support, West Midlands
Service Desk Lead
Technical Support, West Midlands

Who we are:

You'll be joining the 6th largest IT Service Provider, present in more than 50 countries. From our roots in Japan, NTT DATA's mission is to facilitate business change and technology transformation across many industries for a better future for our business, people and community. Some of the projects we have supported include the digitising of The Open  golf tournament and applying Formula 1 technology to support medical staff at University Hospitals Leicester.

Everything we do is underpinned by our core values of 'Clients First', 'Teamwork' and 'Foresight' and we achieve these by putting people first.

We support and celebrate our differences and preferences, these are what makes us unique. Some of our initiatives, collectively known as “DO Diversity”, aim to create a space for us to learn and get involved in building a truly diverse environment. Our Culture & Ethnicity Network gives our colleagues a platform to share their various backgrounds; Our NINGEN programme allows the new generation of NTT DATA employees around the world to connect and shape the future of our organisation and the “City Gives Back” allows us to support our local community that has been affected by the COVID-19 pandemic...and much more!

What you'll be doing:

The primary purpose of this role is to provide leadership and direction to the Service Desk Analysts to ensure that incidents and service requests are managed in full compliance with service level targets for all Service Operations Centre customers.

Responsibilities will include:

  • Day to day management and co-ordination of the Service Desk Analysts
  • Setting targets and key objectives for the team, whilst monitoring performance
  • Proactively communicate service desk policies and procedures to staff to ensure the effective and efficient delivery of the service desk function
  • Manage breached tickets and ascertain the reason for the breaches – if this is due to poor service desk practice and performance, put in place remediation plans
  • Use reporting tools available to monitor analysts’ performance
  • Proactively suggesting knowledgebase articles for consideration of publication
  • Demonstrate ability to deal with escalations and complaints
  • Will fulfil a People Management role for allocated analysts as per NTT DATA process
  • Creating and managing shift rota and holiday forecasts
  • Documented work instructions for the Service Desk team to follow
  • Attend weekly meetings with the client to discuss areas of concerns or improvement and implement plans of action to continually improve service
  • Leading monthly Service Reviews

What you'll need:

As a Service Desk Team Lead, you will join our established Service Desk team based in Solihull, West Midlands and will be supporting various Public and Private sector clients.

It is key that you will:

  • Have previous experience in a similar role, managing a team / teams of Service Desk Analysts
  • Knowledge of the Insurance Industry
  • Be passionate about customer service within ITIL environments
  • Be able to lead and motivate your colleagues in order to ensure quality service is provided at all times and SLA requirements are met
  • Good understanding of service desk tools and standards
  • Experience using ITSM tools including but not limited to Service Now, Remedy

...and finally:

The focus on Clients, Teamwork and Foresight is in our DNA and we are looking for someone who shares and embodies these core values, leading by example.

We don't look for finished articles. We look for people who want to continue their career growth alongside NTT DATA 's.

To support your hard work and dedication, we will offer you the following:

  • A people focused business
  • Excellent opportunities to grow your career, including an online training platform with 3000+ courses, accessible from everywhere, to sharpen your skills.
  • A varied client base
  • …And much more!

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Service Line Manager

Safina Begum
Head of Service Desk and Support

Experienced Head Of Service Operations with a demonstrated history of working in the information technology and services industry. Skilled in BMC Remedy, Troubleshooting, Solution Architecture, Service Delivery, and Customer Service.

Birmingham Business Park

“Upon joining the NTT DATA UK family, you will experience a culturally diverse organisation living our values of Clients First, Teamwork and Foresight as we partner with our customers every day.

At NTT DATA UK, we are proud to support and invest in our people. We offer a variety of rewarding career paths and opportunities to develop professionally - with access to cutting edge innovation.”

Fernando Apezteguia, CEO, NTT DATA UK

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