Service Desk SME

Role Title

Service Desk Subject Matter Expert (SME) – Retail Service Desk

Experience

3–5+ years in IT Service Management / Service Desk Operations

Role Overview

The Service Desk SME will serve as a technical and process expert supporting RETAIL Service Desk operations. The role is responsible for driving operational excellence, leading complex incident resolutions, enabling shift-left capabilities, and ensuring adherence to ITIL-based service management practices.

The SME will work closely with Team Leads, Operations Managers, and Client stakeholders to enhance service quality, improve KPIs, and strengthen knowledge management across the service desk.

Key Responsibilities

1. Incident & Service Request Management

• Act as escalation point for complex incidents and ...