Service Desk SME

Service Desk SME
Experience: 6–8 years of relevant Service Desk experience
Locations: Bangalore(L-Center, Vydehi RC-1 Block, EPIP Industrial Area, 82, 6th Rd, KIADB Export Promotion Industrial Area, Whitefield, Bengaluru, Karnataka 560066)
Critical Requirement: Hands-on experience with Nexthink
Key Responsibilities:
Monitor endpoint health using Nexthink and proactively diagnose user-device issues.
Guide L1 analysts and handle complex or high-impact escalations.
Troubleshoot workplace technology, identity, access, collaboration, connectivity, and endpoint issues.
Coordinate with L2/L3, application, infrastructure, security, and vendor teams.
Monitor queues, ticket ageing, repeat contacts, SLA risks, FCR/FLR, MTTR, and other KPIs.
Deliver knowledge-transfer sessions, coaching, floor support, shadowing, and reverse-shadowing.
Drive shift-left, self-service, chatbot, remote-action, workflow, and automation initiatives.
Support service transition, tool readiness, escalation matrices, go-live, and hypercare.
Conduct ticket-quality reviews and ensure compliance with ITIL, security, privacy, and customer-specific controls.

Work arrangement
No