Key Roles and Responsibilities:

• Focus on ensuring all lines of support for more complex incidents, requests, events, and/or problems through the effective coaching and training of IT Technical Support Engineers.
• Undertake regular reviews to ensure that the assigned infrastructure is configured, installed, tested, and operational. Ensure that the software is installed and configured in line with business requirements.
• Proactively identify problems, events, incidents, and errors prior to or when they occur.
• Foster good relationships with all stakeholders including vendors, carriers, and colleagues.
• Resolve calls and identify the root cause of incidents, events, and problems to ensure proactive future management.
• Ensure the efficient and comprehensive resolution of incidents, problems, events, and requests.
• Report and escalate complex issues to 3rd party vendors.
• Provide continuous feedback to clients, affected parties and update all systems and/or portals as prescribed by NTT Limited procedures.
• Proactively support the service desk by receiving calls and incidents, problems, requests, and events when required.
• Ensure the resolution and recovery of an incident in line with the relevant processes and service level agreements.
• Update incidents, requests, problems, and/or events with progress and resolution details.

Knowledge, Skills and Attributes:

• Ability to communicate well and to capture all pertinent details when required will contribute to their success
• Ability to explain procedures and technical details to both technical and non-technical audiences in a concise and clear manner
• Excellent interpersonal skills with the ability to foster and maintain solid stakeholder relationships
• Excellent client service orientation and passion for achieving or exceeding expectations
• Excellent written and verbal communication skills
• Ability to plan activities and projects well in advance, and takes into account possible changing circumstances
• Ability to work well in a pressurized environment
• Ability to apply active listening techniques such as paraphrasing the message to confirm understanding, probing for further relevant information, and refraining from interrupting
• Ability to adapt to changing circumstances
• Ability to place clients at the forefront of all interactions, understanding their requirements, and creating a positive client experience throughout the total client journey

Required Experience:

• Seasoned experience required in diagnosis and troubleshooting, IT Technical Support role within a large ICT organisation
• Seasoned experience interacting and working closely with a variety of internal and external stakeholders at different levels in the business
• Technical experience with a variety of technologies, e.g., Secure Print, MS Azure, Meeting Room Technologies, Microsoft 365, etc