Service Desk SME

Overview

Hybrid
$90+
Accepts corp to corp applications
Contract - W2
Contract - 6 Month(s)
10% Travel

Skills

Service Desk
Service Desk Remote
Customer Service Operations

Job Details

Job Title: Service Desk SME

Location: Cincinnati, OH or St. Petersburg, FL or Columbus, OH or Berwyn, IL or Atlanta, GA or Dallas, TX or Austin, TX or Nashville, TN

Duration: 6+ Months Contract

 

Roles & Responsibilities:

 

Must work 8-5 PST with on-call support in rotation
3 days onsite in either Cincinnati, OH or St. Petersburg, FL or Columbus, OH or Berwyn, IL or Atlanta, GA or Dallas, TX or Austin, TX or Nashville, TN

 

Job Description:

  • As a Service Desk SME, you will be responsible for overseeing first-level technical support, ensuring incidents and service requests are documented, tracked, and resolved within SLA.
  • Manage scheduling coverage, set operational goals, and keep the team updated with necessary customer-specific knowledge.
  • Maintain efficient service desk operations.
  • Expected to be a SME with deep knowledge and experience.
  • Should have Influencing and Advisory skills. Responsible for team decisions.
  • Engage with multiple teams and contribute on key decisions.
  • Expected to provide solutions to problems that apply across multiple teams.
  • Master proficiency in Service Desk Management is required.
  • Expert level of proficiency in Workstation Support is recommended.
  • Service Desk Remote Technology Support
  • Expert proficiency and Customer Service Operations
  • Expert proficiency are suggested.
  • Develop and implement strategies to enhance service desk efficiency
  • Provide training and mentorship to team members
  • Analyze service desk metrics to identify areas for improvement
  • Collaborate with cross-functional teams to optimize service delivery
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