
Subject Matter Expert
4 weeks ago
- Provide advanced support and ensure timely resolution of user issues
- Offer expert advice and maintain optimal system performance
- Drive knowledge management by updating, classifying, and maintaining support documentation
- Handle escalated tickets and coach service desk agents
- Monitor incident trends and improve incident management
- Ensure SLA and process compliance
- Manage customer escalations professionally
- Support team lead with engagement activities, training, logistics, etc.
- Identify and suggest process improvement opportunities.
Qualifications:
- At least 2 years of experience as an Assistant TL, Interim TL, or SME in a Service Desk environment
- Bachelor's degree or equivalent work experience
- Strong knowledge of desktop apps, operating systems, and hardware
- Analytical mindset with experience in ticket analysis and issue trend tracking
- Willing to work on rotational shifts
- Must be open to onsite work in Clark
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