Service Desk Knowledge Specialist

Job Summary

A company is looking for a Knowledge Specialist I.

Key Responsibilities

• Identify training needs and analyze quality inputs to determine skill gaps
• Assist in creating and maintaining training materials and deliver training sessions as needed
• Manage the Service Desk training calendar, ensuring timely delivery and tracking of attendance and feedback

Required Qualifications

• Strong understanding of IT Service Desk operations
• Familiarity with Knowledge Centered Support (KCS) principles and ITIL frameworks
• Experience with ServiceNow and other ITSM platforms is a plus
• Ability to manage multiple priorities and work independently