Service Desk Sme
Current- Researching, resolving, and responding to complex questions received via telephone calls, callbacks, or escalations, and providing support on electronic services, following current standards. Identify reoccurring incidents or situations affecting multiple users and create problems as per ITIL standards. - Track and report system issues as needed. - Provide expert and creative solutions to user problems in support of WIN and IOS environments, to ensure user satisfaction and productivity. - Completely understanding of current SOPs and investigational skills to get new solutions and procedures, and documents, if necessary, with proper evidence and validation. - Working closely with the Account Team (TAM, Eng, DT, SD). - Report and provide evidence of any anomaly or undocumented procedure, to direct Lead to be published and communicated. - Broad Knowledge and Analysis to identify critical scenarios. - Acquiring and maintaining knowledge of relevant product offerings, current support policies, and methods of support delivery, to provide technically accurate solutions to users. - Implement fixes as needed to resolve problems, sharing and documenting solutions with additional teams as appropriate.
