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Subject Matter Expert with English

Ref: 5318

Posted on 08 January 2021

Position Highlights

As a Subject Matter Expert with English you will be responsible for:

  • Managing the Service Desk processes - process identification, building documentation and training materials, process improvements, optimizations and automation
  • Validating requirements and deliverables which describe the service the project will produce
  • Building and providing respective technical trainings to the Service Desk Analysts on the procedures to ensure accurate process execution
  • Working with management in order to determine possible causes and to implement actions for correction and prevention of future problems
  • Managing escalations and assuring user end satisfaction
  • Acting as a liaison to Tier 2 & 3 support staff by disseminating process knowledge, providing guidance and direction regarding service desk practices and procedures
  • Reporting management – building and managing reports/dashboards
  • Defining performance objectives and determining acceptable performance levels
  • Collaboration with business partners and other groups of supports

If you are:

  • An experienced Subject Matter Expert in the field of technical support
  • A person with outstanding interest and strong knowledge in the field of technology - software and hardware 
  • Detail-oriented person with proven analytical and problem-solving skills
  • Expert knowledge of the service management and reporting obligations.
  • Able to mentor and direct the work of others to accomplish goals within time and resource constraints in a way that provides quality customer service
  • Communicative with self-management and self-organization skills
  • Excellent at written and verbal communication in English 

You will get:

  • Upskilling Training Programs
  • Recognition awards
  • Flexible working hours
  • Additional health coverage
  • Special offers and discounts
  • Food and Gift vouchers
  • Sport cards
  • Competitive remuneration package
  • Performance-based bonuses
  • Charity and sport initiatives