SME (Subject Matter Expert) - MS/Service Desk/Tech Experience

The successful candidate for the role will provide technical support for Exchange Online /M365/ MS Teams/One Drive/Share Drive tickets, ensuring the maximum availability, performance and utilization of knowledge and information systems.
Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.

Key Responsibilities:

• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues.
• Exceptional knowledge of customer care operations and processes.
• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues.
• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently.
• Display ownership and accountability
• Quickly build trust and confidence with customer
• Own and resolve customer issues efficiently, effectively and empathetically
• To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.
• Help SEs (Service engg) to implement and improve processes and procedures within the team allowing strong service focused deliverables.
• Actively troubleshoot to identify, assess, record, resolve and help as an escalation point ensuring they are handled within an agreed time limit and within agreed processes.
• Provide updates to customers with regards to specific ticket and manage a trouble ticket through to resolution.
• Troubleshoot tickets according to the company escalation processes.
• Ensure Customer Service Level Agreements are met or exceeded.
• Respond to customer enquiries in a timely and efficient manner.
Ensure appropriate documentation of the interaction on the customer’s account in the prescribed format.
• Ensure customer/user confidentiality and data protection at all times.

Minimum Qualification:
• 12 -18 months’ work experience as a ‘’Subject Matter Expert’’ in Microsoft (Product support) / Service Desk/ Tech support process.
• Able to gather disorganized data into usable knowledge articles.
• Experience on troubleshooting on Microsoft Products.
• Good knowledge of Microsoft Products like Exchange on prem (EOP) , Teams, SharePoint, Outlook, OneDrive, Share Drive.