Help desk specialist - Casablanca

Help desk specialist

09/10/2019 Casablanca


At NTT DATA we know that with the right people on board, anything is possible. The quality, integrity, and commitment of our employees have been key factors in our company's growth and market presence. By hiring the best people and helping them grow both professionally and personally, we ensure a bright future for NTT DATA Services and for the people who work here.
Req ID: 63172
Grade 8: Helpdesk Supervisor
Day to Day job Duties: (what this person will do on a daily/weekly basis)
The Service Desk Manager leads a team responsible for advising and assisting users in solving problems related to hardware, software, networks and peripherals using available technology. Studies and analyzes user needs and helpdesk processes and performance. Implements and enforces policies and processes to ensure maximum uptime of all users to achieve the highest service levels.
Provides supervision to a small or moderately sized team of operational, production, sales, service or administrative personnel.
Administers policies and guidelines that directly affect team work activities.
Establishes deadlines for completing assignments.
Supervised team will generally perform multiple tasks and possess a variety of skills and/or knowledge.
Leads a larger helpdesk team responsible for maintenance of complex hardware / software systems.
Leads a team who support and maintain more complex computer and network systems.
Establishes budget goals and objectives for assigned area.
Communicates across functions and teams with various levels of leadership throughout the organization.
Assists in defining standards, guidelines, best practices and metrics.
Provides regular reporting of metrics including recommendations to improve performance.
May manage both individual contributors and supervisor(s) within department.
Monitors and assists leadership in the implementation of key initiatives that improve business processes and client service delivery.
Basic Qualifications: (what are the skills required to this job with minimum years of experience on each)
Service Desk management: 10+ years
Degree: Bachelors in Computer Science or equivalent work experience
This is a full-time salaried position with a group company within NTT DATA. Please note, 1099 or corp-2-corp contractors will NOT be considered. This position is only available to those interested in direct staff employment opportunities. We offer a full comprehensive benefits package that starts from your first day of employment.