Global Service Desk Subject Matter Expert - Equinix

Job Reference: HH100
Employer/Agency: Equinix
Location: Singapore
Salary/Package: On application
Job Sector: General Management & Consulting
Date Posted:
Closing Date:

Global Service Desk Subject Matter Expert
Job Summary:
Provides SME expertise on regional/global processes and procedures. Able to contribute to process design within GSD scope, but also able to think about the end-to-end across other connected teams.


Customer Support
· Spends a small percentage of their time directly supporting or managing the day to day front line operations
· May provide support via questions or triage regarding process or system issues
· May speak to customers for research, learning or requirement gathering
· May speak to customers who are in an escalated state
· Provide customer experience recommendations to cross functional team (e.g. CSMs, Ops, etc.)
· Have a regional understanding of changing business needs from cross functional teams and identify impacts to the team

· Mentors junior team members
· Provides support for offshore teams on escalated issues that may require cross-functional discussions
· PoC for responding to and triaging for in-region incidents
· Provides backup support for in-region manager

Process (Improvement/ Development/ Management/ Documentation /Data Analysis)
· Drives and/or participates in global process improvement projects depending on scope and scale Identifies areas for improvement in both the customer and agent experience
· Able to develop processes not just within GSD, but also able to think about the End-to-end across other connected teams
· Develops documentation (can be technical & non-technical) in collaboration with global teams
· Partners with global training team to roll out any new documentation to the support desk staff
- Provide data analysis/profiling to support internal performance tracking, improvement initiatives etc.

Business Systems
· Identifies global system requirements, partners with BA team to ensure global requirements are captured and implemented correctly
· May help prioritize system enhancements and/or projects for IT
· Leverages deep expertise of systems for decision making

· Participates and drives global integration activities as it relates to the development and testing of new processes

Cross Functional Support
· Builds working relationships with cross functional teams
· Partners with cross functional teams to be able to develop process changes
· Works with cross functional teams to get agreement on 'handoffs.' In some instances, may need to escalate decisions or agreement to their manager

· Provides subject matter input to the training team so the training team can develop content regarding process or system changes. Input may come in the form of written, verbal or video

· Participates in UAT May drive UAT planning in coordination with IT/enablement team
· Identifies UAT participants, ensuring participants are prepared and able to test
· Identifies process improvements for UAT and partners with development teams to implement

Project Management
Plans, monitors and reports out on their own work If driving a project will also be responsible to plan, monitor and report out on all items related to projects they drive

5+ years experience in a Call Center environment preferred
Cantonese and Mandarin speaking preferred (To support China/Hongkong Clients)
Excellent communication skills with high level of customer/ people oriented skills
Strong knowledge in Microsoft Excel (Pivot Table, VLOOKUP etc.)
Bachelor's degree preferred

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