Sme (Subject Matter Expert) - Ms/Service Desk/Tech Experience

The successful candidate for the role will provide technical support for Exchange Online /M365/ MS Teams/One Drive/Share Drive tickets, ensuring the maximum availability, performance and utilization of knowledge and information systems.Follow a systematic, disciplined and analytical approach to problem solving to meet set standards and agreed procedures. Executes transactions as per prescribed timelines.Key Responsibilities:• Active listening and questioning, an eye for detail to determine the root cause of the issue, to avoid repeat contacts and further effort to resolve issues.• Exceptional knowledge of customer care operations and processes.• Analytical problem solvers who will understand issues, evaluate solutions and work with their colleagues to resolve issues.• Problem solving skills and quick thinking to own & resolve issues independently, thoroughly & efficiently.• Display ownership and accountability• Quickly build trust and confidence with customer• Own and resolve customer issues efficiently, effectively and empathetically• To improve user confidence in the user of computer software, being empathetic to a variety of new and experienced learners needs.• Help SEs (Service engg) to implement and improve processes and procedures within the team allowing strong service focused deliverables.• Actively troubleshoot to identify, assess, record, resolve and help as an escalation point ensuring they are handled within an agreed time limit and within agreed processes.• Provide updates to customers with regards to specific ticket and manage a trouble ticket through to resolution.• Troubleshoot tickets according to the company escalation processes.• Ensure Customer Service Level Agreements are met or exceeded.• Respond to customer enquiries in a timely and efficient manner.Ensure appropriate documentation of the interaction on the customer's account in the prescribed format.• Ensure customer/user confidentiality and data protection at all times.Minimum Qualification:• 12 -18 months' work experience as a ''Subject Matter Expert'' in Microsoft (Product support) / Service Desk/ Tech support process.• Able to gather disorganized data into usable knowledge articles.• Experience on troubleshooting on Microsoft Products.• Good knowledge of Microsoft Products like Exchange on prem (EOP) , Teams, SharePoint, Outlook, OneDrive, Share Drive.