SME - Zero - touch

Job Summary

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.

Key Responsibilities

1. Ensure Timely Resolution And Quality Compliance Of Escalated Tickets In Imaging Methodologies, Including Zero Touch And Sccm, Adhering To Agreed Slas.

2. Mentor Administrators And Team Members, Prepare Standard Operating Procedures, And Maintain Effective Documentation To Enhance Operational Efficiency.

3. Validate Change Order Implementation Plans And Ensure Human Error Compliance While Actively Participating In Capacity Planning Activities Related To Imaging Solutions.

4. Facilitate Positive Customer Feedback By Engaging In Customer Meetings To Identify And Address Issues, Promoting A Customer-Centric Approach.

5. Validate Root Cause Analyses And Trend Analyses, Preparing Comprehensive Reports To Present Performance Insights To Key Business Stakeholders.

Skill Requirements

1. In-Depth Knowledge Of Imaging Methodologies, Specifically Zero Touch And Sccm.

2. Strong Analytical Skills With A Focus On Incident Resolution And Performance Analysis.

3. Excellent Communication Skills For Effective Stakeholder Engagement And Documentation.

4. Proficiency In Change Management Processes And Capacity Planning.

Other Requirements

1. Optional But Valuable Certifications: Microsoft Certified: Modern Desktop Administrator Associate, Itil Foundation