Job Description

Req ID: 225846

NTT DATA Services strives to hire exceptional, innovative and passionate individuals who want to grow with us. If you want to be part of an inclusive, adaptable, and forward-thinking organization, apply now.

We are currently seeking a Superviseur du soutien bureautique/Desktop Support Supervisor - Montr\xc3\xa9al (Qu\xc3\xa9bec) to join our team in Montreal, Quebec (CA-QC), Canada (CA).

Superviseur du soutien bureautique - Montr\xc3\xa9al (Qu\xc3\xa9bec)

Le superviseur du soutien bureautique est le principal expert en la mati\xc3\xa8re technique pour le campus et les techniciens de NTTD. Il assurera le soutien des capacit\xc3\xa9s techniques des techniciens sur le terrain et les am\xc3\xa9liorera. Il assurera aussi le leadership et la planification strat\xc3\xa9giques pour le soutien technique des appareils des utilisateurs finaux des clients et effectuera des analyses d\xc3\xa9taill\xc3\xa9es des causes fondamentales des r\xc3\xa9sultats sur la satisfaction et l\'insatisfaction de la client\xc3\xa8le.

** Bilinguisme (fran\xc3\xa7ais/anglais) requis.

Principales responsabilit\xc3\xa9s :

• \xc3\x8atre responsable de l\'assurance qualit\xc3\xa9 sur place, de la formation technique et du soutien sp\xc3\xa9cialis\xc3\xa9.
• Assurer la coordination avec l\'\xc3\xa9quipe technique du client pour toutes les mises \xc3\xa0 jour techniques/environnementales.
• Ex\xc3\xa9cuter des t\xc3\xa2ches complexes sur le terrain.
• \xc3\x89tablir les priorit\xc3\xa9s des exigences quotidiennes de soutien bureautique par l\'interm\xc3\xa9diaire de l\'outil de gestion des services en technologie de l\'information afin de respecter les ententes de niveau de service \xc3\xa9tablies.
• Fournir des directives quotidiennes \xc3\xa0 l\'\xc3\xa9quipe r\xc3\xa9gionale des services sur le terrain.
• \xc3\x89valuer les capacit\xc3\xa9s techniques de l\'\xc3\xa9quipe des services sur le terrain et formuler des recommandations pertinentes.
• Animer des s\xc3\xa9ances de formation pour assurer le maintien des capacit\xc3\xa9s du personnel technique.
• Utiliser les normes de l\'Information Technology Infrastructure Library (ITIL) pour la gestion des incidents, des demandes, de la configuration, des changements et des probl\xc3\xa8mes.
• Collaborer avec l\'\xc3\xa9quipe de gestionnaires de la prestation et de la gestion des services en vue de l\'am\xc3\xa9lioration continue.
• Avoir les connaissances pour fournir du soutien et de la formation concernant les logiciels de base (MS Windows, Windows 7, MS Office et antivirus d\'entreprise) ainsi que les ordinateurs de bureau, les ordinateurs portatifs, les imprimantes et les tablettes.
• Participer \xc3\xa0 des formations en TI, au besoin, pour r\xc3\xa9soudre les probl\xc3\xa8mes techniques que NTTD prend en charge.
• Traiter les recours hi\xc3\xa9rarchiques des membres de l\'\xc3\xa9quipe NTTD et des interm\xc3\xa9diaires qui sont pr\xc3\xa9sent\xc3\xa9s au technicien principal aux fins de r\xc3\xa9solution.
• Fournir du mentorat, de la formation et des directives sur le d\xc3\xa9pannage et le diagnostic \xc3\xa0 tous les autres techniciens des services sur le terrain.
• Analyser des probl\xc3\xa8mes mod\xc3\xa9r\xc3\xa9ment complexes \xc3\xa0 complexes et prendre des mesures correctives.
• Participer \xc3\xa0 tous les tests de compatibilit\xc3\xa9 avant la mise en \xc5\x93uvre des nouvelles images.
• Fournir une formation polyvalente aux membres de l\'\xc3\xa9quipe et assurer le transfert de connaissances entre ceux-ci.
• Aider \xc3\xa0 cr\xc3\xa9er des proc\xc3\xa9dures de soutien, des lignes directrices d\'installation et des proc\xc3\xa9dures d\'\xc3\xa9limination, et confirmer que tout le monde suit les processus document\xc3\xa9s.
• \xc3\x8atre disponible en tout temps pour soutenir les autres membres de l\'\xc3\xa9quipe NTTD ou les clients lorsqu\'il y a un billet pour un probl\xc3\xa8me de gravit\xc3\xa9 \xc3\xa9lev\xc3\xa9e.

Comp\xc3\xa9tences et exp\xc3\xa9rience hautement privil\xc3\xa9gi\xc3\xa9es :

• Au moins 4 ans d\'exp\xc3\xa9rience combin\xc3\xa9e de la direction et du soutien sur place.
• Au moins 4 ans d\'exp\xc3\xa9rience du soutien bureautique (ordinateurs personnels et Apple, et syst\xc3\xa8mes d\'exploitation MS Windows et Apple).
• Exp\xc3\xa9rience en leadership (capacit\xc3\xa9 \xc3\xa0 mentorer et \xc3\xa0 diriger une \xc3\xa9quipe de 10 \xc3\xa0 14 techniciens).

• Gestion du rendement (mesures individuelles et d\'\xc3\xa9quipe).
• Gestion des activit\xc3\xa9s.
• Formation efficace de l\'\xc3\xa9quipe.
• Certification ITIL ou formation ITIL ant\xc3\xa9rieure, de pr\xc3\xa9f\xc3\xa9rence.
• Exp\xc3\xa9rience pratique du soutien bureautique ou technique.
• Comp\xc3\xa9tences de base en d\xc3\xa9pannage de r\xc3\xa9seau et compr\xc3\xa9hension du protocole TCP/IP.
• Comp\xc3\xa9tences en d\xc3\xa9pannage et en configuration d\'imprimante r\xc3\xa9seau.
• Connaissance des services Active Directory.
• Exp\xc3\xa9rience de l\'acc\xc3\xa8s \xc3\xa0 distance et du soutien des postes de travail de clients.
• Exp\xc3\xa9rience de l\'utilisation d\'outils informatiques pour les services sur le terrain.
• Connaissance des syst\xc3\xa8mes d\'exploitation MS Windows 7 et 8 et capacit\xc3\xa9 \xc3\xa0 fournir du soutien.
• Capacit\xc3\xa9 \xc3\xa0 fournir du soutien pour la suite MS Office et Outlook.
• Solides comp\xc3\xa9tences en service \xc3\xa0 la client\xc3\xa8le, en communication \xc3\xa9crite et verbale, en documentation et au t\xc3\xa9l\xc3\xa9phone.
• Capacit\xc3\xa9 \xc3\xa0 communiquer des id\xc3\xa9es et de possibles solutions \xc3\xa0 l\'\xc3\xa9quipe.
• Capacit\xc3\xa9 \xc3\xa0 communiquer des questions complexes ou des renseignements strat\xc3\xa9giques de mani\xc3\xa8re conviviale.

This Desktop Support Supervisor is the primary technical Subject Matter Expert(SME)for NTTD Campus and Technicians. This Desktop Support Supervisor will 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.

**Bilingual French/English Required

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 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
• 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

#LI-MIWS

About NTT DATA Services

NTT DATA Services is a global business and IT services provider specializing in digital, cloud and automation across a comprehensive portfolio of consulting, applications, infrastructure and business process 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 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.

NTT Data