SME - Zero - touch

About the role

The Subject Matter Expert in Imaging Methodologies is responsible for ensuring timely resolution of escalated incidents and compliance with quality standards within the Support & Operations team. This role is crucial for maintaining high levels of customer satisfaction by effectively analyzing issues, mentoring team members, and liaising with key business stakeholders.

What you'll do

• Ensure Timely Resolution And Quality Compliance Of Escalated Tickets In Imaging Methodologies, Including Zero Touch And Sccm, Adhering To Agreed Slas
• Mentor Administrators And Team Members, Prepare Standard Operating Procedures, And Maintain Effective Documentation To Enhance Operational Efficiency
• Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Activities Related To Imaging Solutions
• Facilitate Positive Customer Feedback By Engaging In Customer Meetings To Identify And Address Issues, Promoting A Customer-Centric Approach
• Validate Root Cause Analyses And Trend Analyses, Preparing Comprehensive Reports To Present Performance Insights To Key Business Stakeholders

What you need

• 1–3 years in teaching & education
• SOP writing
• Communication
• Any graduate

Good to have

• ITIL