Location
taguig, metro manila, Philippines
Posted
July 27, 2026
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 resolutio...