Desktop Support Lead- Vancouver, Alberta

**Req ID**:225850

We are currently seeking a Desktop Support Lead
- Vancouver, Alberta to join our team in Vancouver, Alberta (CA-AB), Canada (CA).

This Desktop Support Lead is the primary technical Subject Matter Expert(SME)for NTTD Campus and Technicians. This Desktop Support Leadwill support and enhances the technical capabilities of the Field Technicians. This Lead will provide strategic leadership and planning for technical support of Client end user devices, and perform detailed Root Cause Analysis on CSAT & DSAT results.

**Key Responsibilities**:

- Responsible for onsite quality assurance, technical field training, and SME support
- Coordinates with Client Engineering Team on all technical / environmental updates
- Performs complex field jobs
- Prioritize assigned day-to-day desktop support requirements via ITSM Tool in order to meet established service level agreements
- Provides daily direction to Regional Field Service Team
- Assess the Technical Capabilities of Field Service Team and makes pertinent recommendations
- Conducts Training Sessions to maintain technical staff capabilities
- Utilizes ITIL standards for Incident, request, configuration, change and problem management
- Works with the service management and delivery manger team for continuous improvement
- Knowledge to provide support and training for core software( MS Windows, Windows 7, MS Office, and Enterprise Anti-Virus) and hardware support and training for desktop, laptop, printers, and tablets
- Participates in IT bridge class when necessary for troubleshooting technical issues that NTTD supports
- Handles escalations from NTTD team members and Intermediates brought to lead technician for resolution
- Provide mentoring, training and guidance about troubleshooting and diagnosis to all other field service technicians
- Analyzes moderately complex to complex problems and takes corrective action at the service area level
- Participate in all compatibility testing prior to rollout of any new image
- Provide cross training and knowledge transfer amongst team members
- Assist in creating support procedures, installation guidelines and disposal procedures and confirm all following all documented processes
- Accessible 24/7 for support services for other NTTD team members and/or customer in the event of a high severity ticket

**Highly Preferred Skills and Experience**:

- 4+ years experience of combination of deskside support and lead experience
- 4+ years desktop support including both PC and Apple hardware, Apple and MS Windows operating systems
- Leadership experience - Must be able to mentor and lead a team of 10 to 14 technicians
- Performance management ( individual and team based metrics)
- Operation management
- Effective Team Training
- Prefer someone with ITIL certification or previous ITIL training
- Hands on Desktop / Technical support background
- Basic network troubleshooting skills and understanding of TCP/IP
- Network printer configuration and troubleshooting skills
- Familiarity with Active Directory services
- Experience with remote access and client workstation support
- Experience with IT Field Services tools
- Knowledgeable and the ability to support MS Windows 7 and 8 operating systems
- Knowledgeable in supporting MS Office Suite and Outlook
- Strong customer service, written and verbal communication, documentation, and telephone skills
- Must be able to communicate ideas and potential solutions to the team
- Ability to communicate complex issues or strategic information in a customer friendly manner

INDICS

**About NTT DATA Services**

**NTT DATA Services is an equal opportunity employer and considers all applicants without regarding to race, color, religion, citizenship, national origin, ancestry, age, sex, sexual orientation, gender identity, genetic information, physical or mental disability, veteran or marital status, or any other characteristic protected by law. We are committed to creating a diverse and inclusive environment for all employees. If you need assistance or an accommodation due to a disability, please inform your recruiter so that we may connect you with the appropriate team.