Service Desk SME

Role Title

Service Desk Subject Matter Expert (SME) – Retail Service Desk

Experience

3–5+ years in IT Service Management / Service Desk Operations

Role Overview

The Service Desk SME will serve as a technical and process expert supporting RETAIL Service Desk operations. The role is responsible for driving operational excellence, leading complex incident resolutions, enabling shift-left capabilities, and ensuring adherence to ITIL-based service management practices .

The SME will work closely with Team Leads, Operations Managers, and Client stakeholders to enhance service quality, improve KPIs, and strengthen knowledge management across the service desk.

Key Responsibilities

1. Incident & Service Request Management

• Act as escalation point for complex incidents and service requests (L2/L3-aligned issues)
• Own and support end-to-end Incident Management lifecycle for Service Desk scope
• Ensure timely resolution aligned to SLA/KPI targets
• Perform root cause analysis and identify recurring issues / trends

2. Service Desk Operations & Governance

• Support the definition, documentation, and enforcement of Service Desk processes, policies, and procedures
• Ensure adherence to ITIL best practices (Incident, Request, Knowledge, Problem Management)
• Drive process improvements, standardization, and compliance
• Participate in governance calls and stakeholder reviews

3. Technical & Functional Expertise (SME Capability)

• Provide deep expertise across:
• End User Computing (EUC), O365, AD, networking basics
• Retail store technologies (POS, devices, peripherals
• Support troubleshooting across multi-channel interactions (phone, chat, self-service, automation tools)
• Act as a bridge between L1 Service Desk and Resolver Groups

4. Knowledge Management & Shift Left

• Create, review, and maintain knowledge base articles, SOPs, and troubleshooting guides
• Enable shift-left initiatives to improve first contact resolution (FCR) and reduce escalations
• Conduct training sessions and upskilling programs for L1 analysts

5. Continuous Improvement & Automation

• Identify opportunities for:
• Automation
• Self-service enablement
• Tool enhancements
• Contribute to ITSM tool configuration requirements and backlog prioritization

6. Stakeholder & Client Engagement

• Work closely with:
• Service Desk Team Leads
• Delivery Managers
• Client stakeholders (RETAIL Technology teams)
• Provide inputs during:
• Service reviews
• RCA discussions
• Process transformation initiatives

7. Quality & Performance Management

• Monitor and improve:
• FCR
• AHT
• SLA adherence
• Customer satisfaction (CSAT)
• Support call audits, ticket reviews, and coaching feedback for analysts

Key Skills and Qualifications

Technical Skills

• Strong knowledge of:
• ITIL framework (mandatory)
• ServiceNow or similar ITSM tools
• Windows OS, O365, Active Directory
• End User Computing (EUC), networking basics
• Retail store technologies (POS, devices, peripherals )
• Familiarity with monitoring tools and enterprise IT environments

Functional Skills

• Strong analytical and troubleshooting capability
• Experience handling escalations and critical incidents
• Ability to identify trends and drive improvement actions

Soft Skills

• Excellent communication (client-facing role)
• Strong stakeholder management
• Coaching and mentoring ability
• High sense of ownership and accountability

Success Criteria / KPIs

• Improved First Contact Resolution (FCR)
• Reduction in escalation volume
• Increased knowledge base utilization
• Achievement of SLA/KPI targets
• Positive client and user satisfaction feedback

Preferred Experience

• Experience supporting retail clients
• Exposure to multi-channel service desk (voice, chat, automation)
• Previous role as senior SD analyst / SME / L2 support