Subject Matter Expert - MS365 Workplace

HR Ways; London; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is seeking a Subject Matter Expert (Support & Ops) in London. In this hybrid role, you will ensure efficient incident resolution and mentor team members. Strong understanding of Microsoft Teams and excellent communication skills are essential. Join a dynamic team and contribute to customer satisfaction through effective operations.

Qualifications

• 5+ years of experience in a related field.
• Familiar with Microsoft Teams functionalities.
• Ability to perform root cause and trend analysis.

Responsibilities

• Ensure timely resolution of escalated incidents.
• Mentor team members and prepare SOPs.
• Engage in customer meetings for issue resolution.
• Conduct and validate root cause analysis.

Skills

Strong understanding of Ms Teams

Proficient in Sharepoint Online

Solid analytical skills

Excellent communication skills

Job description

Client Introduction:

Our client is a global technology company delivering cutting-edge digital, engineering, cloud, and AI solutions across industries in 60 countries.

About the role:

The Subject Matter Expert (Support & Ops) plays a crucial role in ensuring the efficient resolution of escalations and incidents within the Support & Operations team. This position emphasizes the importance of adhering to service level agreements (SLAs) and quality standards while fostering positive customer satisfaction through effective communication and collaboration with stakeholders.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Incidents In Ms Teams And Microsoft Teams Ev, Adhering To Agreed Slas And Quality Norms.

2. Mentor Team Members And Administrators, Prepare Standard Operating Procedures (Sops), Maintain Thorough Documentation, And Facilitate Knowledge Sharing Within The Support & Operations Team.

3. Validate Change Order Implementation Plans And Human Error Compliance, And Actively Participate In Capacity Planning To Optimize Resource Allocation.

4. Engage In Customer Meetings To Understand And Address Issues, Ensuring Positive Feedback And Satisfaction Regarding Ms Teams And Related Services.

5. Conduct And Validate Analyses Such As Root Cause Analysis And Trend Analysis, Presenting Findings And Reports To Key Business Stakeholders To Enhance Operational Performance.

Skill Requirements

1. Strong Understanding Of Ms Teams And Microsoft Teams Ev Functionalities.

2. Proficient In Sharepoint Online And Ms Viva For Effective Collaboration And Documentation.

3. Solid Analytical Skills With The Ability To Perform Root Cause And Trend Analysis.

4. Excellent Communication Skills, Facilitating Stakeholder Engagement And Customer Satisfaction.

Certification

1. Optional But Valuable Certifications: Microsoft Certified: Teams Administrator Associate, Microsoft Certified: Sharepoint Administrator Associate.

Other Details:

Experience: 5+ Years
Work Timings / Day: Monday to Friday
Work Mode: Hybrid

Location:London,UK

About HR Ways:

"HR Ways is an Award winning Technical Recruitment Firm helping software houses and IT Product companies internationally and locally to find IT Talent. HR Ways is engaged by 300+ Employers worldwide ranging from worlds biggest SaaS Companies to most competitive Startups. We have entities in Dubai, Canada, US, UK, Pakistan, India, Saudi Arabia, Portugal, Brazil and other parts of the world. Join our Whatsapp Channel https://shorturl.at/983az to stay updated or visit www.hrways.co to know more."