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You will be joining this rapidly growing service line responsible for all EUC and Managed Service contracts to all of our customers across all sectors. We cover Service Operations and service desk, AMO, Cloud technology and legacy ITO. We align with ITIL and are agnostic across our delivery capability in relation to core IT, Cloud, service desk, EUC tools and technologies.
You will be joining our Modern Workplace team where, in addition to BAU EUC support activities, you will act as the operational day-to-day lead for the team in Birmingham and London. You will be responsible for providing first-class customer service, demonstrating technical expertise, being proactive, and leading operational improvements to deliver excellent service to our clients.
What you'll be doing:
As a people person, you’ll utilize core customer service skills and confidently communicate issues and resolutions to stakeholders at all levels within the client organizations.
Supporting your colleagues to maintain high productivity and morale, ensuring the client receives a resilient and robust service.
The role requires you to work independently and as part of the team to deliver continuous service improvements.
Key responsibilities:
1. Lead the team daily, including managing performance, holidays, and sickness absence.
2. Act as the escalation point for EUC Managers when required.
3. Manage on-site teams and Tech Bars.
4. Handle installation, moves, and additional services related to IT equipment at customer sites.
5. Provide second-line support for software and hardware faults.
6. Re-load and reconfigure software applications and images.
7. Ensure SLA attainment across the team.
8. Collaborate with all onsite NTT DATA teams as needed.
9. Proactively identify and implement improvements.
10. Adhere to relevant customer and company policies and procedures.
11. Be willing to work outside regular hours when necessary.
What experience you'll bring:
1. Strong knowledge of Microsoft desktop operating systems (W10/W11).
2. Excellent communication and organizational skills with a customer-focused approach.
3. Effective influencing and negotiation skills across organizational levels.
4. Strong analytical, problem-solving, and planning skills.
5. Ability to produce professional, clear documentation.
6. Proven ability to prioritize, plan, and meet deadlines.
7. Previous line management experience or willingness to develop in this area.
8. Experience handling demanding customer environments.
9. AV knowledge is advantageous.
Who we are:
We’re a global business empowering local teams, undertaking exciting work that impacts the world. Our portfolio includes consulting, applications, business process, cloud, and infrastructure services, offering opportunities to work with talented colleagues and clients on innovative projects.
Our inclusive environment promotes mutual respect, accountability, and continuous learning, fostering collaboration, well-being, growth, and agility. We are proud of our Diversity and Inclusion initiatives, including various employee networks such as Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network, and Parent Network.
Learn more about our Diversity, Equity, and Inclusion efforts: Creating Inclusion Together at NTT DATA UK | NTT DATA
What we'll offer you:
We provide tailored benefits supporting your physical, emotional, and financial well-being. Our Learning and Development team offers continuous growth opportunities, and flexible work options are available.
More about NTT DATA UK & Ireland: https://uk.nttdata.com/
We are an equal opportunities employer committed to diversity and inclusion. We guarantee an interview to applicants with disabilities who meet minimum role requirements and are happy to accommodate reasonable adjustments during the recruitment process. Join us in building a diverse and empowered team.
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