Job Description
- Understanding of knowledge management principles, procedures and processes.
- Has full technical knowledge and responsibility in ServiceNow for all phases of IT Helpdesk knowledge management applications and analyses.
- Able to identify repetitive and unique incidents/problems that require KB article as well as significant knowledge to organizational memory.
- Knowledge capture and creation of KB articles produced by incident/problems as well as project activities by collaborating closely with Subject Matter Experts.
- Assists in defining knowledge content, organization, and key words for ServiceDesk team.
- Encourage IT staff to share knowledge effectively and efficiently
- Champion usage of KB articles on ServiceNow as learning hub.
- Monitor and report on analytics of ServiceNow KB article usage to Global Service Desk Manager.
- QA of Incident Handling for all Level 1, Level 2 Technicians
- Quality Checks on all helpdesk internal processes.
- Conducts weekly Helpdesk Technician quality assessments and reports findings to GSDM.
- Provides training to Helpdesk team members on generated knowledge
- Work with the Service Delivery Manager to monitor level of SLA compliance across the IT Helpdesk team.
- Provides Level 1 and Level 2 ServiceDesk support.
- Receive and respond to incoming calls, pages, and/or e-mails regarding desktop problems.
- Perform remote analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
- Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required desktop service levels.
Company Profile:
Salary: Not disclosed
Industry: IT / Software
Functional Area:
Role Category:
Employment Type: Full time
Keyskills
