Keeps the knowledge base updated and optimized so that the Service Desk analysts are able to work effectively Ensures knowledge is created authenticated and approved in accordance with the knowledge management process Regular reporting of the knowledge management tool Supporting Service Desk agents by ensuring quality and trainings Ensures high quality of available knowledge in terms of consistency and technical merit at the same time assure that the available knowledge is fully understandable for all stakeholders end users the Service Desk analysts and support team members Manages the knowledge validation process and update the knowledge base on regular basis Knowledge Manager provides vast knowledge to the Service Desk and help in developing the knowledge on the Service Desk by identifying required training areas
Active support in knowledge transfers maintaining process documentation including work instructions and procedures maintaining knowledge sharing web sites like Talent or VA active support of the knowledge transfer process for knowledge being shifted to the Service Desk Support to designing and reengineering processes on Service Desks Prepare weekly bi weekly process updates overview Manages the content of end user facing tools Talent Knowledge base VA Personal Profile Excellent English language skills both verbal and written Analytical skills to evaluate the information gathered from multiple sources reconcile conflicts decompose high level information into details Working knowledge of ITSM Working knowledge of MS Excel Comprehension of ITIL methodology
Very good communication skills Good IT Knowledge Document administration skills Awareness of service management and knowledge management tools Attention to details Readiness to travel Required experience 6 years Roles Responsibilities Once the selection process gets completed
Candidate will be notified with detailed work profile roles responsibilities at the day of joining
Update and Maintain the knowledge base regular basis Creating and updating KB articles with the accurate information
Ensure high quality of knowledge presented which at the same time must be fully understandable by all stakeholders end users different support groups and the service agents Responsible for knowledge transfer initial training and upgrade training Maintaining documentation and standard operational procedures
Creating Monthly Quiz Assessments and Feedback based on the latest process updates Creating communications for the desk regarding process updates deployments ongoing projects etc Coordinating Onboarding Offboarding training for new joiners if required arranging refresher trainings for any specific topics Creating by monthly newsletter Managing content available on virtual assistant Ask Adam on daily basis
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