Job expirat
• Owner of the Knowledge Management process
• Managing day-to-day Knowledge Request issues and escalating as required
• Coordinate and ensure Knowledge articles for end users (Self Service articles) are accurate and user friendly
• Review article content and SOPs for validity and quality.
• Search for new information in order to create new knowledge articles that couldn’t be found by the Agents/Engineers
• Communicate with the Business SMEs and KM for finding appropriate information
• Ensure that the IT HD Remote and On Site teams in Europe are fully using appropriate knowledge management tools and practices in order to meet service level agreements (SLA’s)
• Responsible for ensuring (alongside HD Manager) that the IT HD has the requisite knowledge to process customer tickets effectively
• Managing and coordinating global and local projects for Europe in the area of End User Computing
• Responsible for Software Asset Management process and tool rollout and subsequent operation
• Demonstrated capability for problem solving, decision making, sound judgment, assertiveness
• Understanding of IT HelpDesk environment
• ITIL knowledge is a plus
• Very good knowledge and understanding of Ticketing Systems, Inventory Management Systems, Performance Management Systems, Multi/Omni-channel support tools
• Good understanding of Process/Service management frameworks and standards (e.g. ITIL Service Management, CMMI standards, etc.)
Genpact is a global leader in transforming and running business processes and operations.
Our service portfolio includes finance & accounting, banking & insurance, procurement & supply chain, collections & customer service, enterprise application, IT infrastructure management and smart decision services.
Currently over 64,000 employees manage 4,700+ processes in 30+ languages, from a global network of over 70+ operation centers, in 24 countries. We cover multiple industry verticals, such as automotive, banking and finance, insurance, manufacturing, pharmaceuticals, telecommunication, transportation & logistics.
Genpact Europe is present in 4 countries, through 11 delivery centers and with a number of over 3,600 employees. We are offering services in more than 20 languages, for over 50 clients.
That's why we are known to GENerate imPACT.
