Service Desk - SME _Virtual drive

Role: Service Desk - SME

Experience : 4 to 8 Years

Location ; Chennai/Bengalore

Role & responsibilities

Responsibility of / Expectations from the Role

Provide real-time technical guidance to L1 analysts and own complex or high-impact escalations through resolution.

Diagnose issues across workplace technologies, identity, access, collaboration, connectivity and endpoint.

Coordinate effectively with L2/L3, application, infrastructure, security and vendor teams, with clear ownership and evidence-based escalation.

Review queue Monitoring, aging, repeat contacts, reassignment patterns, SLA risks, FCR/FLR, MTTR and KPIs

Deliver KT, shadow and reverse-shadow sessions, technical coaching, floor support and targeted refresher training.

Drive shift-left, self-service, chatbot, remote action, workflow, and automation opportunities with measurable benefits.

Support transition readiness including access validation, tool readiness, support model definition, escalation matrix, operational acceptance and go-live/hyper care.

Conduct ticket and interaction quality reviews and ensure adherence to ITIL, security, privacy and customer-specific controls.

Preferred candidate profile