Service Desk Shift Leads
Year Bengaluru, Karnataka, India
Job Description
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Req ID:232939
NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.
We are currently seeking a Service Desk Shift Leads to join our team in Bangalore, Karn\\u0101taka (IN-KA), India (IN).
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 Service Now
- 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
About NTT DATA Services
NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process services. We are part of the NTT family of companies, a partner to 85 % of the Fortune 100.
NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.
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Job Detail
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Job IdJD3047385
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IndustryNot mentioned
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Total Positions1
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Job Type:Full Time
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Salary:Not mentioned
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Employment StatusPermanent
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Job LocationBengaluru, Karnataka, India
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EducationNot mentioned
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ExperienceYear