IT Knowledge Management and Service Analyst

Responsibilities:

• Create and maintain user guides, IT staff SOPs, and internal documentation.
• Draft and distribute IT notifications and communications.
• Own and manage the IT service catalogue, ensuring accuracy and usability.
• Analyse service desk tickets to identify recurring issues and document solutions.
• Build and maintain knowledge base articles in ManageEngine.
• Collaborate with IT teams to ensure documentation reflects current processes and tools.
  

Knowledge, Skills and Experience:

• Ideally 2-3 years experienced in documentation and working within document management system
• Experience with ITSM tools (preferably ManageEngine).
• Strong written communication and documentation skills.
• Understanding of ITIL practices (especially knowledge and incident management).
• Ability to analyse data and identify trends.
• Familiarity with service desk operations.
• Training will be provided for administration of our ITSM tool ManageEngine Service Desk plus, however experience with system administration of an ITSM tool in the past would be useful
  

Personal Attributes:

• High attention to detail, and patience to see a task through to the end
• Ability to conduct research, and be self-taught on new systems and skills
• Ability to effectively prioritise tasks in a high-pressure environment
• Able to work both independently, and collaboratively on content creation