EUC Team Leader

Job Description

The team you'll be working with:

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 as well as taking on BAU EUC support activities, you will act as the operational day to day lead for the rest of the team in Birmingham and London. You will be responsible for providing first class customer service in alignment with technical skills, be proactive in nature and look to lead and drive operational improvements into the team reflecting an excellent service to the client.

What you'll be doing:

As a people person, you’ll use core customer service skills and ability to communicate confidently to articulate issues and resolutions to all different layers of stakeholders within the clients you will be supporting.

Providing a support network for your colleagues will be of great importance to make sure productivity and morale remains high and client sees a resilient and robust service.

The role expects you to work on your own and as part of the greater team to deliver a successful and always improving service our customer.

Key responsibilities:

• Day to day team leading (including performance, holiday, and sickness)
• Cover for the EUC Managers for escalations as required.
• Manage the on-site teams and Tech Bars
• Installation moves and additional services in relation to IT equipment on customer sites.
• Second Line support for software and hardware fault resolution
• Re-loading/configuring of software applications and images.
• Activities to ensure SLA attainment across the team.
• Contribute to activities of all onsite NTT DATA teams as required.
• Proactive search for improvements & ensuring these are captured & progressed.
• Adhere, always, to relevant customer and company policies and procedures.
• Being prepared to work out of hours when required to do so

What experience you'll bring:

• Strong knowledge of Microsoft desktop operating systems (W10/W11)
• A customer-orientated approach with excellent communication and organisational skills.
• Ability to effectively influence and negotiate with personnel at various organisational levels.
• Strong analytical, creative problem solving and planning skills to achieve results.
• Ability to manage & create documents which are professional & articulate.
• Ability to prioritise, plan and meet deadlines.
• Previous line management experience or willingness and aptitude to learn
• Ability to handle difficult and demanding customer environments
• Some AV knowledge preferable

Who we are:

We’re a business with a global reach that empowers local teams, and we undertake hugely exciting work that is genuinely changing the world. Our advanced portfolio of consulting, applications, business process, cloud, and infrastructure services will allow you to achieve great things by working with brilliant colleagues, and clients, on exciting projects.

Our inclusive work environment prioritises mutual respect, accountability, and continuous learning for all our people. This approach fosters collaboration, well-being, growth, and agility, leading to a more diverse, innovative, and competitive organisation. We are also proud to share that we have a range of Inclusion Networks such as: the Women’s Business Network, Cultural and Ethnicity Network, LGBTQ+ & Allies Network, Neurodiversity Network and the Parent Network.

For more information on Diversity, Equity and Inclusion please click here: Creating Inclusion Together at NTT DATA UK | NTT DATA

what we'll offer you:

We offer a range of tailored benefits that support your physical, emotional, and financial wellbeing. Our Learning and Development team ensure that there are continuous growth and development opportunities for our people. We also offer the opportunity to have flexible work options.

You can find more information about NTT DATA UK & Ireland here: https://uk.nttdata.com/

We are an equal opportunities employer. We believe in the fair treatment of all our employees and commit to promoting equity and diversity in our employment practices. We are also a proud Disability Confident Committed Employer - we are committed to creating a diverse and inclusive workforce. We actively collaborate with individuals who have disabilities and long-term health conditions which have an effect on their ability to do normal daily activities, ensuring that barriers are eliminated when it comes to employment opportunities. In line with our commitment, we guarantee an interview to applicants who declare to us, during the application process, that they have a disability and meet the minimum requirements for the role. If you require any reasonable adjustments during the recruitment process, please let us know. Join us in building a truly diverse and empowered team.

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