Job Summary

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring the timely resolution of escalated incidents while adhering to quality standards and SLA agreements. Your expertise in SCCM/SMS and related technologies will be instrumental in enhancing operational efficiency, driving customer satisfaction, and fostering effective communication within the organization.

Key Responsibilities

1. Ensure Timely Resolution And Compliance Of Escalated Tickets By Utilizing Sccm/Sms For Incident Management, Aligning With Agreed Slas To Maintain Service Quality.
2. Mentor Team Members And Administrators While Documenting Best Practices And Creating Sops, Leveraging Your Expertise In Client Lifecycle Management To Enhance Team Performance And Knowledge Sharing.
3. Validate Change Order Implementation Plans And Oversee Human Error Compliance, Applying Your Skills In Directory Services To Support Capacity Planning And Resource Management.
4. Actively Participate In Customer Meetings To Gather Feedback And Understand Challenges, Utilizing Ms Enterprise Mobility Suite To Ensure Positive Customer Experience And Satisfaction.
5. Conduct Thorough Analyses, Including Root Cause And Trend Analysis, To Develop Insightful Reports For Presentation To Key Business Stakeholders, Driving Improvements In Operational Performance.

Skill Requirements

1. Proficient In Sccm/Sms With A Strong Understanding Of Client Lifecycle Management And Ms Enterprise Mobility Suite
2. In-Depth Knowledge Of Directory Services And Their Application In Support Operations
3. Excellent Analytical Skills To Perform Root Cause And Trend Analysis
4. Strong Communication And Interpersonal Skills For Effective Stakeholder Engagement

Other Requirements

1. Microsoft Certified: Modern Desktop Administrator Associate (Optional But Valuable)
2. Itil Foundation Certification (Optional But Valuable