Helpdesk SME

We are looking for an experienced Helpdesk SME to provide technical guidance, support, and expertise to the Service Desk team. The Helpdesk SME will act as a point of escalation for complex technical issues, assist in resolving incidents, improve support processes, and help ensure consistent delivery of high-quality IT support.

Key Responsibilities

• Provide Level 2/3 technical support and serve as an escalation point for complex helpdesk issues.
• Troubleshoot and resolve hardware, software, network, system access, and application-related incidents.
• Provide technical guidance and mentoring to Helpdesk/Service Desk analysts.
• Monitor and support ticket queues to ensure incidents and service requests are resolved within agreed SLA timelines.
• Analyze recurring incidents and identify opportunities for permanent resolution.
• Assist with root cause analysis (RCA) and problem management activities.
• Develop and maintain technical documentation, knowledge articles, troubleshooting guides, and standard operating procedures.
• Support onboarding, training, and knowledge-sharing sessions for Helpdesk team members.
• Work closely with infrastructure, application, network, security, and other IT teams to resolve escalated issues.
• Identify opportunities to improve helpdesk processes, workflows, and customer experience.
• Monitor service desk performance and provide recommendations for improvement.
• Participate in IT projects, system implementations, migrations, and technology upgrades when required.
• Ensure compliance with IT policies, security standards, and established support procedures.
• Maintain a high level of professionalism and customer service when dealing with users and stakeholders.

Qualifications

• Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent experience.
• 3–5+ years of experience in IT Helpdesk, Service Desk, Desktop Support, or Technical Support.
• Previous experience as a Senior Helpdesk Analyst, Helpdesk SME, Service Desk SME, or similar role is preferred.
• Strong troubleshooting skills across Windows, Microsoft 365, Active Directory, hardware, software, and basic networking.
• Experience with ticketing/service management tools such as ServiceNow, Jira, Zendesk, Freshservice, or similar platforms.
• Good understanding of ITIL principles, incident management, problem management, and SLA management.
• Strong analytical and problem-solving skills.
• Excellent verbal and written communication skills.
• Ability to mentor and guide junior support staff.
• Strong customer-service orientation and ability to work under pressure.