Service Desk – Subject Matter Expert

Act as a subject matter expert in Digital Workforce Services processes, ensuring high-quality service delivery within defined guidelines.

Identify process gaps, defects, and improvement opportunities, and drive implementation of corrective actions.

Support service desk agents and third-party vendors in handling escalations and outage situations.

Monitor and track service desk tickets to ensure resolution within SLA timelines.

Design and implement training programs, materials, and knowledge-sharing initiatives for users and teams.

Drive continuous improvement through feedback mechanisms and process optimization.

Manage quality assurance, quality control, and quality improvement initiatives aligned with standards such as ISO, Lean, and Six Sigma.

Facilitate Agile practices adoption, including workshops, coaching, and transformation initiatives.