Subject Matter Expert - IT Helpdesk

Mentor and train IT support team members, providing guidance on technical issues and improving their skill sets.
Act as an escalation point for the support team, assisting with the resolution of challenging technical problems. Collaborate with team members to develop and refine support processes and procedures. Assist in developing training materials and conducting training sessions to enhance the teams technical and process expertise. Develop and maintain technical documentation, including knowledge base articles, troubleshooting guides, and FAQs. Regularly update the knowledge base with new solutions and best practices. Ensure documentation is accurate, up-to-date, and easily accessible to the support team and end-users. Identify opportunities for process improvement within the IT support function and recommend and implement necessary changes. Conduct regular reviews and audits of team members to ensure adherence to the defined processes. Analyze support ticket data and metrics to identify trends and patterns, and proactively address recurring issues. Provide information on IT processes, general how-to queries and known outages. Follow-up with Level 2 support teams for timely completion of tasks. The IT Help Desk team operates on 24x7 basis. Team members are required to work in rotational shifts and observe a 5-day working week.

TECHNICAL SKILLS:

Thorough knowledge of Windows 10 Operating System and above.

Good working knowledge of Windows, Mac, Service now ticking tool, MS Office 365 & internet technologies.

Good knowledge of networking concepts, troubleshooting LAN/Wi-Fi remote access problems.

Expertise in configuring and troubleshooting Office365, MS Outlook 2016 or later.

Ability and willingness to learn quickly, keep knowledge current.

EDUCATION & WORK HISTORY:

Minimum qualification: bachelors degree preferably in Information Technology, Computer Science, or a related field (or equivalent experience).

3 - 5 years of experience in IT support or help desk roles, with a focus on providing advanced technical support.

At least 1 year of experience in team management (preferred). Deep knowledge and expertise in various IT systems, including hardware, software, networks, and security. Strong analytical and problem-solving skills, with the ability to troubleshoot complex technical issues. Candidates with prior experience in a technical, voice-based process will be given priority.