Service Desk Team Leader (Late shift)
NTT Ltd.
Barcelona, Spain
hace 2 días

In a constantly changing world, we work together with our people, clients and communities to enable them to fulfill their potential to do great things.

We believe that by bringing everyone together, we can solve problems using innovative technology that can create a world that is sustainable and secure.

At NTT, we encourage you to remain continuously curious, as that is what keeps you fast, flexible and relevant. No two days will be the same but that is what will help you grow and realize your full potential.

The power is in your hands to do great things. It’s time to lead the change, be the authentic you, to solve difficult challenges, to set the pace of change and to unleash your potential.

Want to be a part of our team?Lead and develop the service desk team to enable them to fulfill their objective of delivering exceptional customer service and timely resolution to customers’ incidents and requests.

The Team Leader should maintain a stimulating working environment with a strong focus on learning and development. Team Lead is also participating in ticket management and customer support.

Working at NTT · Develop the service desk team to become the very best that they can be · Lead by example by providing exceptional customer service · Build relationships within the business and build business needs into performance targets · Manage the day-to-day activities and performance of the team · Ensure that targets are met and performance targets adhered to · Complete regular one-to-ones, appraisals and performance reviews · Ensure that all service desk staff have the right level and standard of training in order to perform their role effectively · Work to improve the overall level of customer service and customer experience Responsibilities Ensure that staffing levels are maintained throughout operational hours by adjusting shift patterns, holidays, long term sickness etc Plan, control and monitor the activities of the team to ensure that their performance is optimised and targets and standards are adhered to Monitor performance targets to ensure adherence and review and measure targets Undertake HR activities as needed Represent the service desk at meetings Take responsibility for staff training and business awareness Communicate with and form relationships with other Team Leader and other management Be aware of organizational changes that might impact on the service desk Make the service desk aware of these changes and the potential effects Assist Analyst when additional expertise is required Monitor staffing levels and play a proactive role inbuilding business cases if additional resource is required Monitor, moderate, and create process documents and regularly check for adherence to these processes through call and ticket monitoring Monitor and moderate the knowledge base Identify potential areas for improvement Resolve 1st line tickets with the other analysts What will make you a good fit for the role?

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