Service Delivery Specialist- Full Time Regular

2 months ago

Vancouver, Canada NTT DATA Full time

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be

We are currently seeking a **Deskside Services Support Lead** to join our team in **Vancouver, BC**.

**Purpose of Position**

The Service Delivery Specialist allocates resources and monitors the day-to-day service activities for the team, and provides mentoring, training and limited administrative functions. This position provides expertise to customers in order to sustain effective and timely customer services and contributes to planning processes to help develop the section's IT strategy.

**Accountabilities**
- Provides leadership and mentoring to team staff. Allocates resources and monitors the day-to-day service activities of staff. Communicates current program issues to staff to ensure they are able to provide accurate information and service.
- Identifies service quality issues, opportunities and constraints and makes recommendations for improvements to the Manager.
- Monitors and manages the Enhanced Executive Support and VIP requests and responds to any requests from section staff.
- Fields escalations from staff related to customer issues. Contacts clients to confirm and/or obtain additional information and to update incident tickets.
- Interacts with NTTC, business partners, 3rd party vendors and Provincial Government or Health Authority related clients to resolve hardware, software and other business process issues.
- Creates, updates and presents training material to section staff on an ongoing basis.
- Develops, manages, and administers process management best practices. Facilitates deployment of new, existing or improved processes to all service delivery units within NTT DATA based on customer requirements. Consults and recommends actions and remedies for business process design and deployment.
- Is accountable for the process health of operational processes deployed within NTT DATA to include (but not limited to) all associated controls and measurements. The position acts as the single point of contact for all process activities.
- Monitors day to day business workflows by preparing daily reports on business volumes and reporting to the Manager.
- Participates in projects to implement changes and provides functional direction to staff assigned to projects as required.
- Tests and/or oversees testing of new hardware/software.
- Assists Manager with administrative functions such as: hiring and training of staff, monitoring of daily and weekly workloads, reassigning of staff to meet fluctuations in the nature and variety of customer service demand, setting priorities and assigning and scheduling staff to complete assignments according to customer needs.

**Qualifications**
- Information Technology related training/education/certification, degree or diploma or a combination of relevant training and experience
- 1 year of experience in the following:

- Providing technical direction and leadership for small to medium sized technical teams
- Technical planning, coordination and documentation of hardware and/or software business solutions in a Remote Desktop Support environment
- 3 - 5 years in Service Desk Support environment, analyzing, coordinating, managing and resolving the following:

- Microsoft Windows and Office incidents
- Prioritization of incidents and requests
- Customer escalations
- Workplace technology incidents and requests
- 2 years' experience at a Team Lead level in the following areas is preferred:

- Remote Desktop Support in an Enterprise wide environment
- Health Care Industry
- Effective October 12, 2021, all individuals working in health care facilities must be fully vaccinated. Proof of vaccination will be collected by NTT DATA as well as upon entry to the site.

**Financial Responsibility**
- Preparation of Time and Material quotes for clients.

**Direct Supervision -**
- No direct supervision

**Project/Team Leadership or Training**
- Provides training to staff.
- Acts as team lead to section staff.

Please note, as per the CBA and Human Rights Code of BC, this posted position may be used for accommodation of union members based on medical or human rights grounds without previous notice. The Employer must give preference to a union member who has submitted an approved the accommodation request if the positions is still vacant during the recruitment process.

Annual Salary Range: CAD 87101.73 - CAD 99806.95

**About NTT DATA Services**

NTT DATA BCU is an entity of NTT DATA Services, a global business and IT services provider specializing in digital,

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 will consider all qualified applicants for employment without regard**

**to race, gender, disability, age, veteran-status, sexual orientation, gender identity, or any other class protected by law.

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