Dimension Data Service Delivery Service Desk Team Leader (Ong Chong Maan) in Kaki Bukit, Singapore

Looking for the next step in your career? Enjoy a challenge? Do you have an ambition for innovation? Want to make a difference?

If you join our growing global team, you’ll be working for an industry leader with offices across five continents, in over 50 countries and more than 30 000 employees. You will work with some of the leading world brands across the Fortune 100 and Fortune 500 companies – who are all relying on Dimension Data to help them use the power of technology to achieve their ambition in this digital era.You’ll be part of a team who’s passionate about making a difference to the way technology shapes how we live and work – whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, giving you the opportunity to do great things.

You’ll be joining a Global Top Employer, recognised for investing in talent because people are at the heart of our success. You provide the skills, passion and ideas, and we’ll provide the platform to realise your ambitions.Great talent. Great teams. Great work. Great opportunities.

Want to be part of our team?

The Service Delivery Service Desk Team Leader is one of the senior individuals in the Service Delivery Service Desk Management Family. Under the guidance of the Service Delivery Service Desk Manager they take responsibility for managing a team of service desk staff. With their teams, they are also responsible for managing incidents through to successful completion thereby ensuring client satisfaction.

What you'll be doing

People management

The Service Delivery Service Desk Team Leader is responsible for managing a group of service desk employees. They need to ensure that employees responsible for receiving and tracking incidents are optimally allocated according to schedules and fully utilised. To ensure team performance, these Team Leaders need to ensure that the team members are trained and mentored.

Incident identification

These individuals work closely with the Service Delivery Service Desk team and take responsibility for the proactive management of incidents by monitoring key components so that failures and potential failures are detected early and the resolution process can be initiated. Their objective is to detect incidents as early as possible by identifying problems and resolving them prior to it impacting on users.

Incident logging

The Service Delivery Service Desk Team Leader also contributes to the process of managing incidents logged at the service desk. They ensure that incidents are resolved within service level agreement timeframes. They ensure that all relevant information relating to the nature of the incident is logged so that a full historical record can be maintained and in so doing can be referred to other support groups.

Incident categorisation

The Service Delivery Service Desk Team Leader ensures that all incidents that are logged are accurately categorised. This information is then used during a process of identifying and analysing incident trends and will be used by other departments within Dimension Data.

Incident prioritisation

They ensure the allocation of an appropriate incident prioritisation code upon receipt of the incident and during the logging process. This ensures that the incident is appropriately handled by support tools and support staff.

Incident diagnosis

In collaboration with the Service Desk Super User and Service Delivery Service Desk Manager, the Service Delivery Service Desk Team Leader ensures that incident diagnosis is conducted so as to discover the full symptoms of the incident, determine what has gone wrong and how to correct it. They ensure the earlier diagnosis and analyses of problems.

Investigation and diagnosis

The Service Delivery Service Desk Team Leader ensures that reported faults are investigated and diagnosed. They ensure that a root cause analysis indicates the reasons for the fault and then works closely with the Service Desk Super User and Service Delivery Service Desk team to ensure its resolution.

Resolution and recovery

Problems and issues that cannot be resolved by more junior employees are escalated to the Service Delivery Service Desk Team Leader and they are expected to take ownership and resolve or further escalate these incidents. The Service Delivery Service Desk Team Leader is responsible for ensuring that the necessary actions are agreed and taken, achieving appropriate resolution within the specified service level agreement.

Incident closure

The Service Delivery Service Desk Team Leader checks that incidents are fully resolved and that the users and/or clients are satisfied and agrees to close the related incident.

Monitoring and communication

Service Delivery Service Desk Team Leaders work closely with the Service Delivery Service Desk Management Team to monitor the progress of the incident and to ensure that the relevant actions have been logged to enable tracking. They take responsibility for communicating with the client/user and other IT groups involved to manage the status of the incident. Service Delivery Service Desk Team Leaders report on process issues or improvement opportunities. These individuals produce reports necessary to manage the process and maintain expected levels of service.

Behavioural skills

Service Delivery Service Desk Team Leaders set an example to their staff in terms of client focus and service orientation and they are expected to drive for client satisfaction. They act with integrity and display excellent client service orientation. As a good corporate citizen, the Service Delivery Service Desk Team Leader is required to communicate with competence, operate well in a team environment and display attention to detail.

What would make you a good fit for this role?

Join our growing global team and accelerate your career with Dimension Data. Apply today.

Diversity in Dimension Data

Dimension Data is an equal opportunity employer with a global culture that embraces diversity. All qualified applicants will receive consideration for employment and will not be unfairly discriminated against on any arbitrary ground including race, colour, sex, religion, national origin, veteran status, disability, gender identity, sexual orientation, or other protected category.

Dimension Data uses the power of technology to help organisations achieve great things in the digital era. As a member of the NTT Group, we accelerate our clients’ ambitions through digital infrastructure, hybrid cloud, workspaces for tomorrow, and cybersecurity. With offices in nearly 60 countries across five continents, and over 30,000 employees, we deliver wherever our clients are, at every stage of their technology journey.

Whether it’s protecting the rhino, connecting the G20 Summit, or revolutionising cycling, we help our clients achieve their ambitions.

And with us, you can achieve yours.

If you believe you can do anything, we’re here to help you do it.