SPECIALIST

Position Overview: As a Service Desk Subject Matter Expert (SME), you will play a vital role in ensuring the smooth operation of the service desk function within the organization. You will be responsible for providing expert guidance and support to the service desk team, resolving complex technical issues, and implementing best practices to enhance service delivery efficiency. Key Responsibilities: Provide expert-level technical support and guidance to the service desk team in resolving complex technical issues and escalations. Develop and maintain comprehensive knowledge bases, standard operating procedures (SOPs), and training materials to facilitate the resolution of common technical problems and improve service desk efficiency. Collaborate with cross-functional teams to identify and address systemic issues affecting service desk performance and customer satisfaction. Analyze service desk metrics and performance data to identify trends, areas for improvement, and opportunities for optimizing service delivery processes. Lead initiatives to implement service desk improvements, including the adoption of new tools, technologies, and methodologies to enhance service quality and efficiency. Serve as a technical escalation point for the service desk team, providing guidance and assistance in resolving complex technical issues. Conduct regular training sessions and workshops for service desk staff to enhance their technical skills, product knowledge, and customer service capabilities. Act as a liaison between the service desk team and other departments, stakeholders, and vendors to ensure effective communication and collaboration on technical issues and service requests. Stay updated on industry trends, emerging technologies, and best practices related to service desk management and technical support to continuously improve service delivery standards. Qualifications: Bachelor s degree in computer science, Information Technology, or related field (or equivalent work experience). Minimum of 5 years of experience in a technical support role, with at least 2 years in a supervisory or leadership capacity. In-depth knowledge of IT service management (ITSM) principles, methodologies, and best practices. Strong understanding of ITIL framework and its application in service desk operations. Proficiency in troubleshooting and resolving technical issues across a wide range of IT systems, hardware, and software applications. Excellent communication skills, both verbal and written, with the ability to convey technical concepts to non-technical audiences effectively. Strong analytical and problem-solving skills, with the ability to analyze data, identify trends, and propose solutions. Proven experience in leading service improvement initiatives and driving process optimization efforts. Relevant certifications such as ITIL Foundation, HDI Support Center Team Lead, or similar credentials are highly desirable. (1.) To provide support for on call escalations and doing root cause analysis of given issue (2.) To independently resolve tickets within agreed SLA of ticket volume and time (3.) To adhere to quality standards, regulatory requirements and company policies (4.) Work on value adding activities such Knowledge base update & management, Training freshers, coaching analysts (5.) To ensure positive customer experience and CSAT through First Call Resolution and minimum rejected resolutions / Reopen Cases