Service Desk Subject Matter Expert– Microsoft 365

The Service Desk SME – Microsoft 365 is responsible for providing advanced technical expertise, guidance, and support to Service Desk agents and end-users in the use, troubleshooting, and administration of Microsoft 365 applications and services. This role ensures efficient resolution of complex issues, drives knowledge improvement, and acts as the escalation point for Service Desk teams. The SME also contributes to training, documentation, and process enhancements to improve customer experience and operational excellence.

• Provide support and guidance to end users via phone, chat or email for cases related to Microsoft 365.
• Serve as the subject matter expert for Microsoft 365 services, including Outlook, Teams, OneDrive, SharePoint, Office applications, and related security/compliance features.
• Act as the escalation point for advanced incidents and requests, ensuring timely resolution of complex technical issues.
• Provide mentorship, coaching, and training to Service Desk agents to improve technical capabilities and first-call resolution rates.
• Collaborate with infrastructure, security, and application teams on cross-functional issues and escalations.
• Develop, update, and maintain knowledge base articles, troubleshooting guides, and SOPs for Microsoft 365.
• Support user account management in Azure AD and Microsoft 365 Admin Center (licensing, permissions, security policies).
• Monitor recurring issues, perform root cause analysis, and recommend improvements to reduce incident volume.
• Participate in service delivery reviews, identify gaps, and propose enhancements to improve customer satisfaction.
• Stay current with Microsoft 365 updates, features, and best practices to proactively improve service desk capabilities.

Academic Requirements:

• English – Spanish proficiency at B2+ level or higher.

• Bachelor’s degree in Information Technology, Computer Science, or a related field, or equivalent work experience.

• MS 365 Fundamentals Certification (desirable).

Experience:

• Minimum 2 years in Service Desk or IT support, with at least 1 year focused on Microsoft 365 support.

• Hands-on experience with Microsoft 365 Admin Center, Teams administration, and Exchange Online troubleshooting.

• Experience with Azure Active Directory (user management, MFA, security groups).

• Strong troubleshooting skills across Microsoft 365 apps including Outlook, Teams, OneDrive, and SharePoint.

• Familiarity with Intune and endpoint management within Microsoft 365.

• Understanding of ITIL processes (Incident, Request, Problem, Knowledge Management).

• Proficiency with remote support tools and ticketing systems (e.g., ServiceNow, Jira, Remed