Subject Matter Expert Helpdesk

Job Description

A Subject Matter Expert (SME) within a helpdesk context is a highly skilled individual who provides expert-level technical support and guidance to the helpdesk team. They are responsible for troubleshooting advanced problems, creating and maintaining knowledge base articles, and training junior support staff. In essence, they are the go-to resource for complex issues, ensuring efficient and accurate resolution of user problems. Key Responsibilities of a Helpdesk SME: Advanced Troubleshooting: Solving complex and difficult IT issues that junior support staff cannot handle. Knowledge Base Management: Developing and maintaining comprehensive documentation, including knowledge base articles, troubleshooting guides, and FAQs. Training and Mentorship: Training and mentoring junior helpdesk staff, sharing expertise and best practices. Process Improvement: Identifying areas for process improvement within the helpdesk and recommending and implementing solutions. Data Analysis: Analyzing support ticket data to identify trends, patterns, and potential recurring issues. Escalation Point: Acting as the point of escalation for the helpdesk team, providing guidance and support when necessary. Collaboration: Collaborating with other teams and stakeholders to ensure effective communication and problem resolution. Monitoring and Auditing: Conducting regular reviews and audits of team members to ensure adherence to defined processes. Age limit 18 to 30 Most welcome to Freshers and College students (Internship also available) Language preferred Tamil only Job Types: Full-time, Part-time, Fresher Pay: ₹8,751.55 - ₹26,072.05 per month Expected hours: 40 per week Benefits: Health insurance Provident Fund Shift: Day shift Fixed shift Work Days: Monday to Friday Work Location: In person