• Gather information and respond to Knowledge Feedbacks.
• Work on tickets assigned to Knowledge Support queue.
• Ensure service desk knowledge articles and end user articles
are always active and available for reference.
• Communicate new process or change in a process to Service
Desk team.
• Attend project meetings and document how an application
works, navigated, login method and troubleshooting guide for known issues. The knowledge gathered to be saved as knowledge article in ServiceNow ticketing portal for service desk, technical and end user reference.
• Act as a liaison between Project team and Service Desk to ensure timely sharing of upcoming projects.
• Conduct training for technical team on how to manage knowledge articles in their respective knowledge base.
• Work closely with reporting team to produce monthly report on usage of knowledge article among GSD agents.
