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Description
Greetings from Infosys BPM Ltd., We are hiring for Knowledge Manager - Service Desk in Bengaluru. Education Qualification: Full-time graduation / Post graduation Shifts: 24*7 rotational shifts Please find below Job Description for your reference: Role: Knowledge Manager - Service Desk Shift: 24/7Location: Bengaluru (Work from office) Experience: 2 - 4 Years Position Summary Ensure that the service desk is able to collect, analyze, store and share knowledge and information as and when required. The primary goal would be to improve efficiency by reducing the need to rediscover knowledge. Ensure process & KM compliance and share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve efficiency Required skill set General knowledge & skills: Knowledge of Service Desk / Tech Support operations Excellent Analytical Skills Able to use analysis for inferences and derive short and long term knowledge management processes based on them Excellent verbal and written communications Constantly working with L2 and other teams to improve the KM Database, drive Shift left and other transformational initiatives Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools Technical skills Min. 3 yrs. Experience in IT Service Desk/ Tech support process providing remote support for Password Reset, Account Unlock using Active Directory, Basic knowledge of Azure AD, O365 exchange admin. Basic Knowledge of Shared Mailbox, Distribution List, User Mailbox, Conference Room, Outlook profile configuration, MS Teams synchronization issues, SharePoint and ODB related issues. Laptops / Desktops / LAN Issues / Application support/ Small Forms etc. Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite Advance knowledge of T/S Small Forms (iOS, Android, Windows) Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions Intermediate knowledge of Network collaborations & VPN T/S Intermediate Networking knowledge Familiarity with RDC (Remote Desktop Connection Service Now KM management hands on experience Job duties and responsibilities Coordinates day-to-day execution of the process Identifying and implementing changes to the process Identifying exceptions and deviations, as well as management of these situations Communicating new and changed policies Ensuring the standards and procedures are being followed Facilitating resource commitment and allocation Identifying and implementing process improvement Creating, analyzing and distributing process reports Act as focal point for process, communicate with clients, service providers, and management Facilitate resolution of issues with items not complying with the process Following defined escalation path when needed, as defined in the escalation policy Notifying the participants in the process when standards and procedures are not being followed Performing day to day process administration Ensure completeness and integrity of information collected to conduct daily operations Establishment of measurements and targets to improve process effectiveness and efficiency Responsible for evaluating the performance of the process Assists auditing of the process for compliance with documented procedures Defines those parts of the Knowledge Management Framework not defined by the Knowledge Management Owner Education and other requirement Minimum experience of 5-6 years with relevant experience in service desk/tech support Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required. ITIL trained/ certification preferred A minimum of 1 year in the role of a Knowledge Manager. Willingness to work in rotational shifts Must adhere and non-negotiables : Excellent in communication Comfortable working in US shift 24*7, flexible shifts 100% WFO, no hybrid Preferred Qualifications : Any Graduate If interested, please share your resume with below details to akshara.r02@infosys.com Name: Email & Mobile Number: Graduation: Date Of Birth: Post-Graduation: (If applicable): Total experience: Relevant experience: Current/Previous Company name: Current CTC: Expected CTC: Notice period: Current location: Flexible with Night Shift: Preference will be given to the Immediate Joiners Regards, Infosys BPM Talent Acquisition | INFY HR Show more Show less
