Service Desk SME
Waltham Waltham, MA 02453
Job Title: Service Desk SME
Location: Waltham, MA - 02453
Duration: 6+ Months contract
About our Client : Our Client is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Our Client works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With approximately 425,000 people serving clients in more than 120 countries, Our Client drives innovation to improve the way the world works and lives
The Subject Matter Expert is responsible for managing all escalations between the Operations Center and the Client. He / she is also responsible for meeting with the client as necessary, maintaining a deep understanding of the current client technical business environment as well as managing all changes to that environment, transferring that knowledge effectively to the Operations Teams consistently, and ensuring that the Service Desk and any other operational teams are consistently operating in line with client expectations.
Principal Responsibilities: (Essential Function):
Monitor all user and client escalations from Level I / Level II analysts throughout the day - each day and consistently resolve, de-escalate, or further escalate within the required SLA’s. Ensure 100% accuracy of all escalations according to established account guidelines / client expectations. Act as the highest global escalation point for all technical issues dealt with by the Operations Support Teams.
Perform data analysis on both service desk and hardware services to identify process improvement opportunities and work with support groups to drive process improvement initiatives.
Engage in QA/QC activities as needed. QA/QC activities include, but are not limited to, Open / Closed AR Review, QA monitoring / scoring using Voiceprint, live/observe, etc. Provide appropriate feedback (i.e. technical accuracy / completeness, etc.) to corresponding analysts and client leadership team.
Proactively seek to identify trends based on calls received and tickets created by the support team(s). Work to immediately notify the Service Delivery Manager of these trends, while also identifying possible underlying technical issues, and recommending possible solutions whenever possible.
Consistently maintain high level (deep understanding) of the client technical business environment. (Ensure that Knowledge Base is consistently accurate and updated / create KO’s consistently to ensure that all Knowledge Base content is accurate. Consistently search for gaps in existing Knowledge Base content, develop content to close those gaps, and ensure the tool is consistently optimized for ease of use by the Operations Support Teams. Ensure Knowledge Base content is always complete, comprehensive, and accurate.) Work cohesively with the client leadership team to accurately maintain the Knowledge Base and ensure that all the proper change management procedures are being followed to maintain both the Knowledge Base itself and the knowledge level of the support teams.
Ensure management and all members of the Service Desk are consistently aware of all changes to existing policies and procedures. Effectively manage all changes to client’s technical business environment by using live training, e-mail, instant messenger, and other methods of communication to inform and train all Service Desk members on these changes.
Effectively manage all non-call related account activities including, but not limited to, the processing of client’s New Hires / Transfers / Terminations, and others as needed.
Assist both the Service Delivery manager and Team lead in identifying, scoping, documenting and managing the support activities associated with and required for projects to ensure success.
Engage with Engineers to maintain all master image build and QC documentation procedures performed by all Operation Support Teams to ensure consistency across all Operation Support Teams; including but not limited to Service Desk and technical Support teams.
Meet with the client regularly as determined by the Service Delivery Manager. (Assist with the preparation for meetings as needed).
Assist in the preparation of all reports including, but not limited to, weekly and monthly client reports and other ad hoc reports as needed.
Must be available to travel to all client locations and have the ability to travel in support of all client special projects
Lead and manage remote support initiatives including but not limited to planning and execution as well as on site project work at client’s area offices;
- High school degree with college or technology school degree preferred
- 2-4 years experience in a service desk or call center environment in a computer support position
- 3 + years of Service Desk experience or prior technical experience preferred
- Internal candidates should possess 2 years of Service Desk experience (both level I and II)
- Excellent verbal and written communication skills
- Strong customer service orientation
- Ability to delegate and monitor tasks to level I and II analysts
- Strong presentation skills
- Advanced organizational skills
- Ability to be flexible to changes in shift schedules as directed by management
- Advanced troubleshooting skills
- Advanced technical proficiency with:
About ASK: ASK Staffing is an award-winning technology and professional services recruiting firm servicing Fortune 500 organizations nationally. With 5 nationwide offices, two global delivery centers, and employees in 42 states-ASK Staffing connects people with amazing opportunities
Jeff Kasula @ firstname.lastname@example.org ; 678-606-5929