Job Summary

As a Subject Matter Expert in Support & Operations, you will play a critical role in ensuring the timely resolution of escalated incidents by applying your expertise in XenDesktop. This position is pivotal in maintaining high-quality service standards and enhancing customer satisfaction through effective communication and proactive engagement with stakeholders.

Key Responsibilities

1. Ensure On-Time Resolution And Quality Compliance Of Escalated Tickets Using Xendesktop Tools, Adhering Strictly To The Agreed Sla And Quality Norms.
2. Mentor Administrators And Team Members By Sharing Best Practices In Xendesktop Operations, Preparing Standard Operating Procedures (Sops), And Maintaining Comprehensive Documentation To Enhance Team Efficiency.
3. Validate Change Order Implementation Plans And Ensure Compliance With Human Error Protocols While Actively Participating In Capacity Planning Discussions.
4. Foster Positive Customer Feedback And Satisfaction By Engaging In Customer Meetings To Identify And Address Issues Effectively, Utilizing Your Expertise In Support Operations.
5. Conduct Thorough Validation Analyses, Including Root Cause Analysis And Trend Analysis, To Generate Insightful Reports That Facilitate Performance Improvements And Strategic Presentations To Key Business Stakeholders.

Skill Requirements

1. Strong Understanding Of Xendesktop, Including Configuration, Management, And Troubleshooting.
2. Proficiency In Incident Management And Escalation Processes With A Focus On Quality Assurance.
3. Excellent Communication And Presentation Skills For Effective Stakeholder Engagement.
4. Familiarity With Capacity Planning And Change Management Processes.
5. Ability To Perform Data Analysis And Generate Actionable Insights From Performance Reports.

Other Requirements

1. Itil Foundation Certification Is Optional But Valuable For This Role