Description -

The SME / L2 Analyst serves as the technical backbone and customer experience champion of the IT Servicedesk team. This role goes beyond ticket resolution — it is about owning the end-to-end service quality, mentoring L1 agents, driving First Contact Resolution, and ensuring every customer interaction reflects the highest standards of responsiveness and technical accuracy. The SME is expected to lead by example, combining deep technical proficiency with exceptional communication and an unwavering focus on customer satisfaction.

Customer Experience & Service Quality

• Serve as the primary escalation point for complex or unresolved L1 tickets, ensuring swift resolution without unnecessary handoffs.
• Champion a customer-first culture within the team — monitor tone, empathy, and communication quality in ticket interactions.
• Proactively follow up on open tickets to prevent SLA breaches and reduce customer wait times.
• Conduct quality reviews on ticket interactions and provide actionable feedback to the team.

First Contact Resolution (FCR)

• Identify recurring issues causing repeat contacts and drive root cause analysis to eliminate them.
• Develop and maintain knowledge base articles, SOPs, and troubleshooting guides to empower L1 agents to resolve more issues at first contact.
• Monitor FCR trends and collaborate with TL/Ops to implement corrective actions when targets are not met.

Ticket Management & Documentation

• Ensure all tickets are created, categorized, prioritized, and documented accurately per defined processes.
• Drive 100% ticket creation compliance — no unlogged contacts or shadow queues.
• Audit ticket quality for completeness: issue description, resolution steps, and closure notes.
• Maintain and improve ticket classification accuracy to support reporting and trend analysis.

Technical Expertise & L2 Support

• Provide L2-level support across key technology domains including endpoint troubleshooting, network connectivity, Active Directory, M365/O365, VPN, and application-level issues.
• Perform advanced diagnostics and remote remediation while adhering to security and compliance standards.
• Act as a technical mentor for L1 agents — conduct knowledge transfer sessions, live assist on complex tickets, and bridge skill gaps.
• Stay current on technology updates, patches, and product changes impacting supported environments.

1st Response & SLA Adherence

• Ensure all incoming tickets receive an acknowledgment and initial response within defined SLA windows.
• Monitor the queue for unassigned or aging tickets and intervene to prevent SLA violations.
• Work with the TL to flag bottlenecks in response workflows and propose process improvements.

CSAT & Continuous Improvement

• Take ownership of CSAT scores — analyze low-rated tickets, identify patterns, and implement corrective actions.
• Respond to negative feedback constructively and close the loop with customers when appropriate.
• Contribute to monthly and quarterly service review insights by providing frontline observations and recommendations.

Technical Skills

• Windows 10/11, macOS — advanced endpoint support and troubleshooting
• Microsoft 365 / Azure AD / Intune — user management, licensing, device compliance
• Active Directory — account management, GPO basics, OU structure
• Network fundamentals — TCP/IP, DNS, DHCP, VPN, Wi-Fi troubleshooting
• ITSM tools — ServiceNow, Freshservice, Jira, Zendesk or equivalent
• Remote support tools — TeamViewer, AnyDesk, SCCM, or similar
• Basic scripting/automation — PowerShell for user management and reporting (preferred)

Behavioral Competencies

• Customer Empathy — Genuinely understands and advocates for the customer's experience in every interaction.
• Ownership Mindset — Takes end-to-end accountability for ticket outcomes, not just hand-offs.
• Analytical Thinking — Identifies trends, patterns, and root causes from data and escalation history.
• Communication — Clear, concise, and professional — both written (tickets/emails) and verbal.
• Coaching & Mentoring — Elevates team capability through knowledge sharing, live assists, and feedback.
• Adaptability — Thrives in fast-paced, dynamic environments with shifting priorities.

CSAT Score

≥ 90%

Customer satisfaction rating based on post-interaction surveys. SME is accountable for team average and individual scores on escalated tickets.

First Contact Resolution (FCR)

≥ 75%

Percentage of tickets resolved without requiring a callback, repeat contact, or escalation beyond L2.

1st Response Time

Within SLA

Time from ticket creation to first meaningful customer-facing response. SME monitors queue and ensures no ticket breaches the agreed response window.

Ticket Creation %

100%

All customer contacts — calls, chats, emails, walk-ins — must be logged as tickets. Zero tolerance for unlogged interactions.

Technical Resolution Rate

≥ 85%

Percentage of L2-assigned tickets resolved at L2 without further escalation to L3 or vendor support.

• 3+ years of experience in IT Helpdesk / ServiceDesk support, with at least 1 year at L2 level or above.
• Proven track record of meeting or exceeding CSAT, FCR, and SLA targets.
• Experience with ITSM platforms and working within ITIL-aligned processes.
• Strong troubleshooting skills across Windows, M365, and network environments.
• Certifications preferred: CompTIA A+, Microsoft MD-102, ITIL Foundation, or equivalent.
• Experience in a BPO/outsourced IT support environment is an advantage.
• Ready to work from office and rotational shift. Ready to work on weekends. Should not have stability issue.
• Experience of working in a Windows/Citrix and/or Applications service support role is essential.
• Operating Systems: Experience in supporting and troubleshooting various operating systems such as Windows & MacOS.
• Software Applications: Familiarity with a range of software applications including productivity tools (e.g. Microsoft Office Suite), email clients, and web browsers.
• Remote Access: Experience in remote access technologies such as Remote Desktop, Virtual Private Network (VPN), and Remote Assistance.
• Incident Management, Knowledge Management and Service Request fulfilment.
• Experience in working with BMC Remedy/Helix (user level) or an equivalent ITSM system is essential.  

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Equal Opportunity Employer (EEO) - 

HP, Inc. provides equal employment opportunity to all employees and prospective employees, without regard to race, color, religion, sex, national origin, ancestry, citizenship, sexual orientation, age, disability, or status as a protected veteran, marital status, familial status, physical or mental disability, medical condition, pregnancy, genetic predisposition or carrier status, uniformed service status, political affiliation or any other characteristic protected by applicable national, federal, state, and local law(s).

Please be assured that you will not be subject to any adverse treatment if you choose to disclose the information requested. This information is provided voluntarily. The information obtained will be kept in strict confidence.

For more information, review HP’s EEO Policy or read about your rights as an applicant under the law here: “Know Your Rights: Workplace Discrimination is Illegal"