Service Desk Tl

1 day ago

Bengaluru, India NTT DATA Full time

**Primary Purpose**

The primary purpose of the Service Desk Lead is to acts as an escalation point for the Service Desk Engineers.

**Lines of Reporting**

The Service Desk Engineer reports directly into the Service Desk Manager.

**MAIN DUTIES**

The main duties include:

- Fluent in English dialect and exemplary written English skills
- Working understanding of ITIL principles and concepts
- Training and providing functional leadership to Service Desk Analysts
- Serving as a hierarchical escalation point for Service Desk Analysts
- Routing Incidents or Requests to an authoritative customer stakeholder where they are perceived to be out of scope
- Providing an attentive service to VIPs, ensuring that any Incidents or Service Requests raised by a VIP are dealt with ahead of any other Incidents or Service Requests of the same Priority Level
- Providing end-to-end management and ownership of Incidents & Requests within Remedy
- Governing KPI & SLA compliance of all resolver groups
- Defining, promoting and governing quality guidelines for all resolver groups
- Leading meetings with resolver groups to review quality and SLA performance
- Supporting with 3rd party/vendor escalations as needed
- Regularly suggesting and owning process / procedures improvement initiatives which improve the operational efficiency of NTT DATA resolver groups
- Authoring and linking of knowledgebase articles
- Queue management and trend analysis

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