Service Desk SME

Tata Consultancy Services; Taguig; On-site; PHP 600,000 - 900,000; Full time

Job summary

Tata Consultancy Services is seeking a Service Desk Subject Matter Expert (SME) for Retail Service Desk in the Philippines. You will act as a technical and process expert, driving operational excellence, leading complex incident resolutions, enabling shift-left, and ensuring ITIL-based practices are followed.

You will partner with Team Leads, Operations Managers, and client stakeholders to improve service quality, KPIs, and knowledge management across the desk.

Qualifications

• ITIL framework mandatory.

Responsibilities

• Act as escalation point for complex incidents and service requests (L2/L3).
• Own and support end-to-end Incident Management lifecycle for Service Desk scope.
• Ensure timely resolution aligned to SLA/KPI targets.
• Perform root cause analysis and identify recurring issues/trends.
• Define, document, and enforce Service Desk processes, policies, and procedures.
• Drive ITIL best practices and process improvements.
• Create and maintain knowledge base articles and troubleshooting guides.
• Enable shift-left initiatives to improve first contact resolution.
• Collaborate with Team Leads, Operations Managers, and client stakeholders.
• Monitor FCR, AHT, and SLA adherence; coach analysts.

Skills

ITIL knowledge

Escalation handling

Analytical thinking

Troubleshooting

Coaching & mentoring

Stakeholder communication

Tools

ServiceNow

O365

Active Directory

Monitoring tools

POS systems (retail)

Job description

Service Desk Subject Matter Expert (SME) – Retail Service Desk

Experience

3–5+ years in IT Service Management / Service Desk Operations

Role Overview

The Service Desk SME will serve as a technical and process expert supporting RETAIL Service Desk operations. The role is responsible for driving operational excellence, leading complex incident resolutions, enabling shift-left capabilities, and ensuring adherence to ITIL-based service management practices.

The SME will work closely with Team Leads, Operations Managers, and Client stakeholders to enhance service quality, improve KPIs, and strengthen knowledge management across the service desk.

Key Responsibilities

• Act as escalation point for complex incidents and service requests (L2/L3-aligned issues)
• Own and support end-to-end Incident Management lifecycle for Service Desk scope
• Ensure timely resolution aligned to SLA/KPI targets
• Perform root cause analysis and identify recurring issues / trends

2. Service Desk Operations & Governance

• Support the definition, documentation, and enforcement of Service Desk processes, policies, and procedures
• Ensure adherence to ITIL best practices (Incident, Request, Knowledge, Problem Management)
• Drive process improvements, standardization, and compliance
• Participate in governance calls and stakeholder reviews

3. Technical & Functional Expertise (SME Capability)

• End User Computing (EUC), O365, AD, networking basics
• Support troubleshooting across multi-channel interactions (phone, chat, self-service, automation tools)
• Act as a bridge between L1 Service Desk and Resolver Groups
• Create, review, and maintain knowledge base articles, SOPs, and troubleshooting guides
• Enable shift-left initiatives to improve first contact resolution (FCR) and reduce escalations
• Conduct training sessions and upskilling programs for L1 analysts
• Identify opportunities for:
• Automation
• Contribute to ITSM tool configuration requirements and backlog prioritization

6. Stakeholder & Client Engagement

• Work closely with:
• Service Desk Team Leads
• Delivery Managers
• Client stakeholders (RETAIL Technology teams)
• Service reviews
• RCA discussions
• Process transformation initiatives

7. Quality & Performance Management

• Monitor and improve:
• FCR
• AHT
• SLA adherence
• Support call audits, ticket reviews, and coaching feedback for analysts

Key Skills and Qualifications

Technical Skills

• Strong knowledge of:
• ITIL framework (mandatory)
• ServiceNow or similar ITSM tools
• Windows OS, O365, Active Directory
• End User Computing (EUC), networking basics
• Retail store technologies (POS, devices, peripherals )
• Familiarity with monitoring tools and enterprise IT environments

Functional Skills

• Strong analytical and troubleshooting capability
• Experience handling escalations and critical incidents
• Ability to identify trends and drive improvement actions

Soft Skills

• Coaching and mentoring ability
• High sense of ownership and accountability

Success Criteria / KPIs

• Improved First Contact Resolution (FCR)
• Increased knowledge base utilization
• Achievement of SLA/KPI targets
• Positive client and user satisfaction feedback

Preferred Experience

• Experience supporting retail clients
• Exposure to multi-channel service desk (voice, chat, automation)
• Previous role as senior SD analyst / SME / L2 support