Subject Matter Expert - IT Helpdesk

Key Deliverables • Provide expert-level technical assistance to resolve complex IT issues and escalations. • Mentor and train support team members; create training content and documentation. • Manage and maintain up-to-date knowledge base, SOPs, and technical guides. • Analyze ticket data to identify trends and drive process improvements. Role Responsibilities • Guide team through daily IT operations and ensure SLA adherence. • Collaborate cross-functionally to resolve user issues and implement solutions. • Monitor compliance with support procedures and lead periodic audits. • Support continuous learning and tech adoption through coaching and hands-on assistance.