Service knowledge Analyst
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Job Description
The individual will be responsible for the knowledge base knowledge gathering knowledge gaps identification knowledge articles creation knowledge implementation reports and quality controls and to provide technical assistance support and escalations related to computer system hardware software and any other technical aspects.
Were looking for someone whos willing to Work Hard at times outside of the regular working hours in a very dynamic global environment with true a purpose to make a positive change.
Job Responsibilities and Duties
Inside the Service Desk
Use ServiceNow to document analyze and gather information regarding the Service Desk work and quality of support
Edit contribute gather and maintain the Service Desk knowledge base
Provide reports and analysis of both the knowledge base and Service Desk operation
Craft and create processes and policies for the Service Desk
Serve as technical escalation point to the Service Desk
Follow up with customers on feedback and surveys
Provide quality feedback and points for improvement to the Service Desk team members
Outside the Service Desk
Track and analyze key performance indicators (KPIs) related to service delivery.
Identify trends inefficiencies and areas for improvement in service processes.
Generate regular reports and dashboards for management and stakeholders
Work with other support groups on correct Service Management IT working Procedures
Take meetings outside of working hours and lead Improvement changes across IT
Collaborate with teams to design and implement process enhancements
Take meeting minutes at times and follow up on action items
Qualifications :
Great understanding of computer systems and great selflearning abilities
Proficiency in English language
3 years experience with IT Service Desk and end users support
Strong experience with Microsoft OS MacOS outlook office etc..
Proficiency in data analysis tools (e.g. Excel Power BI Tableau) and IT service management tools (e.g. ServiceNow).
Understanding of AD Cloud based services and collaboration tools
Understanding of knowledge base knowledge creating and knowledge gathering
Strong customer service orientation with a focus on continuous improvement
Ability to work with other people with great communication skills
Detailoriented and highly organized
Knowledge of ITIL frameworks
Ability to work independently and without supervision while providing constant reports to management
Team player that work in a cutting age technology environments with multiple activities
Motivation & initiation to learn and to understand complex system
Additional Information :
This position will be in Flash
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
