Service Desk - SME

Responsibility of / Expectations from the Role

1. Hands-on exposure to Nexthink, with the ability to proactively monitor endpoint health, identify potential issues on users devices, and support timely diagnosis and resolution before service impact occurs.

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

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

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

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

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

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

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

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