Service Desk - SME

Role & responsibilities

1. Provide real-time technical guidance to L1 analysts and own complex or high-impact escalations through resolution.

2. Diagnose issues across workplace technologies, identity, access, collaboration, connectivity and endpoint.

3. Coordinate effectively with L2/L3, application, infrastructure, security and vendor teams, with clear ownership and evidence-based escalation.

4. Review queue Monitoring, aging, repeat contacts, reassignment patterns, SLA risks, FCR/FLR, MTTR and KPIs

5. Deliver KT, shadow and reverse-shadow sessions, technical coaching, floor support and targeted refresher training.

6. Drive shift-left, self-service, chatbot, remote action, workflow, and automation opportunities with measurable benefits.

7. Support transition readiness including access validation, tool readiness, support model definition, escalation matrix, operational acceptance and go-live/hyper care.

8. Conduct ticket and interaction quality reviews and ensure adherence to ITIL, security, privacy and customer-specific controls.