Service Desk Knowledge Base Coordinator

The Service Desk Knowledgebase Coordinator is responsible for the development and maintenance of the Service Desk knowledge bases providing support for both airways and business functions.

The role is responsible for effective collection, analysis and dissemination of information for the Service Desk and is expected to work collaboratively with the Service Desk Team Leaders and Senior Operators and other key stakeholders.

THE ROLE:

- Discharge safety accountabilities as per client's Safety Accountabilities and Responsibilities
- Maintain the currency of the Service Desk knowledgebases for business functions by reviewing, updating and archiving information as required via ASID and input from escalation and support groups.
- Validate the existing data/information in the current knowledgebases.
- Collaborating with ICT develop and transition current InfoBob into new knowledgebase application as part of the standard ICT business environment.
- Using content from knowledgebase to provide 'self service' helpful hints via the Service Catalogue to ICT user base.

SKILLS/EXPERIENCE:

- High level of computer literacy skills and experience with management information systems. (SAP, ASID, Works Plan)
- Strong written and verbal communication skills, including good technical writing skills
- Demonstrated ability to interpret data and work with limiter technical guidance on moderately complex tasks.

Interested? Please call Esther Hiltebrand quoting job #19960 for a confidential discussion or click the 'Apply' button for immediate consideration!