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.