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Service Desk Lead

3 months ago

Mumbai, India NTT DATA, Inc. Full time

Job Summary: The Service Support Desk Lead for Data Centre Facilities Operations plays a crucial role in ensuring the smooth functioning of data center facilities by providing leadership and coordination for the service support desk team. This role involves managing and optimizing service desk processes, addressing technical issues, and fostering a customer-centric approach to support data center operations.


Experience : 9-12 yrs

Responsibilities:

Team Leadership:

Lead, mentor, and supervise the service support desk team, ensuring a high level of motivation and performance.

Foster a collaborative and customer-focused environment within the team.

Conduct regular team meetings and training sessions to enhance technical skills and customer service capabilities.

Service Desk Operations:

Oversee the day-to-day operations of the service support desk for data center facilities.

Prioritize and assign tasks to team members based on urgency and complexity.

Ensure timely response and resolution of service requests and incidents.

Maintain a comprehensive knowledge base for common issues and solutions.

Technical Support:

Provide technical expertise and support for data center facilities operations.

Troubleshoot and resolve complex technical issues related to power, cooling, security, and other infrastructure components.

Collaborate with other technical teams to ensure seamless integration of support services.

Process Improvement:

Identify and implement process improvements to enhance the efficiency and effectiveness of the service support desk.

Develop and maintain standard operating procedures (SOPs) for common issues and incidents.

Monitor key performance indicators (KPIs) and implement strategies to meet or exceed service level agreements (SLAs).

Customer Relationship Management:

Maintain a customer-centric approach, ensuring a positive experience for internal and external stakeholders.

Gather customer feedback and implement improvements based on insights.

Communicate effectively with customers and provide updates on the status of service requests.

Documentation:

Ensure accurate and up-to-date documentation of service desk procedures, troubleshooting steps, and resolutions.

Collaborate with other teams to update documentation related to data center facilities.

Requirements:

Bachelor’s degree in information technology, Computer Science, or a related field.

Proven experience in a leadership role within a data center facilities operations environment.

Strong technical background in data center infrastructure, including power, cooling, security, and networking.

Excellent communication and interpersonal skills.

Demonstrated ability to lead and motivate a team.

Knowledge of IT service management (ITSM) principles and best practices.

Experience with ticketing systems and service desk tools.

ITIL certification is a plus.