SME - IT Help desk

Job Summary

The IT Helpdesk Subject Matter Expert (SME) serves as the primary technical escalation point for the Helpdesk team, providing advanced troubleshooting expertise, mentoring team members, driving service quality improvements, and ensuring adherence to service delivery standards. The SME acts as a bridge between Level 1 support, operational teams, and technical engineering groups to facilitate timely resolution of incidents and requests while maintaining high customer satisfaction.

Key Responsibilities

Technical Leadership

• Act as the primary escalation point for complex incidents, service requests, and technical issues.
• Provide advanced troubleshooting support for Windows, Microsoft 365, Exchange Online, Teams, Active Directory, VPN, mobile device management (MDM), printers, and enterprise applications.
• Perform root cause analysis for recurring issues and recommend preventive actions.
• Collaborate with Engineering, Infrastructure, Security, Networking, and Application teams to resolve escalated issues.

Operational Excellence

• Monitor ticket queues and ensure SLA compliance across the Helpdesk.
• Review incident trends and identify opportunities for process improvements and automation.
• Drive first-call resolution and reduction of ticket backlogs.
• Assist in major incident management, communications, and stakeholder updates.

Knowledge Management

• Create, update, and maintain Knowledge Base articles, SOPs, troubleshooting guides, and training materials.
• Ensure technical documentation remains current and accurate.
• Promote self-service and knowledge-sharing initiatives within the team.

Team Development

• Mentor and coach Helpdesk Analysts and new hires.
• Conduct onboarding, cross-training, and refresher training programs.
• Perform call audits, ticket quality reviews, and provide constructive feedback.
• Support Team Leads in developing team capabilities and succession planning.

Customer Experience

• Ensure excellent customer service and communication throughout the incident lifecycle.
• Coach team members on expectation setting, active listening, and stakeholder engagement.
• Analyze customer satisfaction (CSAT) feedback and implement improvement actions.

Reporting Governance

• Track and report operational KPIs including:
  • SLA attainment
  • First Contact Resolution
  • Customer Satisfaction (CSAT)
  • Queue performance
  • Escalation trends
• Participate in service reviews and continuous improvement initiatives.

Required Technical Skills

• Advanced knowledge of:
  • Windows 10/11
  • Microsoft 365
  • Outlook/Exchange Online
  • Microsoft Teams
  • Active Directory Group Policy
  • VPN and remote access technologies
  • Printers and endpoint management
  • Mobile device support (iOS/Android)
• Strong understanding of ITIL Incident, Request, Problem, and Change Management processes.
• Experience with ServiceNow or similar ITSM platforms.
• Knowledge of PowerShell scripting and automation is preferred.

Experience Qualifications

• Bachelors Degree, Diploma, or equivalent qualification in IT, Computer Science, or related field.
• 4+ years of IT Helpdesk, Service Desk, or End User Support experience.
• Previous experience acting as a technical lead, SME, mentor, or escalation resource.
• Experience working in a 24x5 or global support environment preferred.

Key Competencies

• Strong troubleshooting and analytical skills
• Stakeholder and customer management
• Coaching and mentoring abilities
• Excellent verbal and written communication
• Process improvement mindset
• Attention to detail
• Ability to work under pressure and manage competing priorities
• Leadership without direct authority

Success Measures

• SLA Compliance > Target
• Reduced ticket escalations
• Improved First Contact Resolution
• Positive CSAT results
• Knowledge base growth and adoption
• Successful onboarding and development of team members
• Reduced dependency on engineering teams through improved Helpdesk capability

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.