Service Desk SME

Role TitleService Desk Subject Matter Expert (SME) – Retail Service DeskExperience3–5+ years in IT Service Management / Service Desk Operations Role OverviewThe 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 Responsibilities1.

Incident & Service Request ManagementAct 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 scopeEnsure timely resolution aligned to SLA/KPI targetsPerform root cause analysis and identify recurring issues / trends 2.

Service Desk Operations & GovernanceSupport the definition, documentation, and enforcement of Service Desk processes, policies, and proceduresEnsure adherence to ITIL best practices (Incident, Request, Knowledge, Problem Management)Drive process improvements, standardization, and complianceParticipate in governance calls and stakeholder reviews 3.

Technical & Functional Expertise (SME Capability)Provide deep expertise across:End User Computing (EUC), O365, AD, networking basicsRetail store technologies (POS, devices, peripheralsSupport 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 LeftCreate, review, and maintain knowledge base articles, SOPs, and troubleshooting guidesEnable shift-left initiatives to improve first contact resolution (FCR) and reduce escalationsConduct training sessions and upskilling programs for L1 analysts 5. Continuous Improvement & AutomationIdentify opportunities for:AutomationSelf-service enablementTool enhancementsContribute to ITSM tool configuration

requirements and backlog prioritization 6. Stakeholder & Client EngagementWork closely with:Service Desk Team LeadsDelivery ManagersClient stakeholders (RETAIL Technology teams)Provide inputs during:Service reviewsRCA discussionsProcess transformation initiatives 7.

Quality & Performance ManagementMonitor and improve:FCRAHTSLA adherenceCustomer satisfaction (CSAT)Support call audits, ticket reviews, and coaching feedback for analysts Key Skills and QualificationsTechnical SkillsStrong knowledge of:ITIL framework (mandatory)ServiceNow or similar ITSM toolsWindows OS, O365, Active DirectoryEnd User Computing (EUC), networking basicsRetail store technologies (POS, devices, peripherals )Familiarity with monitoring tools and enterprise IT environments Functional SkillsStrong analytical and troubleshooting capabilityExperience handling escalations and critical incidentsAbility to identify trends and drive improvement actions Soft SkillsExcellent communication (client-facing role)Strong stakeholder managementCoaching and mentoring abilityHigh sense of ownership and accountability Success Criteria / KPIsImproved First Contact Resolution (FCR)Reduction in escalation volumeIncreased knowledge base utilizationAchievement of SLA/KPI targetsPositive client and user satisfaction feedback Preferred ExperienceExperience supporting retail clientsExposure to multi-channel service desk (voice, chat, automation)Previous role as senior SD analyst / SME / L2 support.