Job Summary

The Level 1 Help Desk analyst is responsible for resolving incoming telephone/ chat requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Help Desk Analyst role. All Help Desk Analyst are subject to shift changes to adapt to the business needs of the Help Desk

Key Responsibilities

First-Line Support: Answer calls, emails, and chat messages, serving as the first point of contact for all IT-related issues. Issue Diagnosis & Troubleshooting: Troubleshoot and resolve common hardware, software, network, and printer issues. Ticket Management: Document, prioritize, and track all incidents in an IT service management (ITSM) ticketing system. Escalation: Identify complex issues beyond first-line capability and properly escalate them to Tier 2 or Tier 3 IT specialists. Account Management: Perform routine administrative tasks like password resets, user provisioning, and access management

Skill Requirements

Knowledge Management platforms and ITSM tools (e.g., ServiceNow or similar) MS Office Suite: MS Word, MS Excel, MS PowerPoint, MS Outlook

Other Requirements

None

Job Description : Job Description for Knowledge Manager (KM) \\\\r\\\\n \\\\r\\\\n\\\\r\\\\nJob Position: Knowledge Manager \\\\r\\\\nDesignation: Shift Lead \\\\r\\\\n \\\\r\\\\n\\\\r\\\\nJob Description \\\\r\\\\n\\\\r\\\\nCreate, maintain, and continuously improve Knowledge Base (KB) articles to support Service Desk and IT operations. \\\\r\\\\n\\\\r\\\\nReview, validate, and update existing KB articles to ensure accuracy, relevance, and compliance with standards. \\\\r\\\\n\\\\r\\\\nConduct regular meetings with customers and stakeholders to discuss knowledge capture, documentation needs, and improvements. \\\\r\\\\n\\\\r\\\\nWork closely with Service Desk, IT support teams, and SMEs to capture tacit and explicit knowledge. \\\\r\\\\n\\\\r\\\\nEnsure knowledge articles follow approved templates, quality guidelines, and governance processes. \\\\r\\\\n\\\\r\\\\nPromote knowledge reuse and adoption across support teams to improve efficiency and first-contact resolution. \\\\r\\\\n\\\\r\\\\nUse Knowledge Management tools and platforms to document, publish, and track knowledge articles. \\\\r\\\\n\\\\r\\\\nAnalyze knowledge gaps and proactively recommend new KB content. \\\\r\\\\n\\\\r\\\\nSupport major incidents, problem management, and change management activities by providing relevant knowledge documentation. \\\\r\\\\n\\\\r\\\\nCoordinate knowledge review cycles and ensure timely updates following process or system changes. \\\\r\\\\n\\\\r\\\\nParticipate in cross-team collaboration, training sessions, and continuous improvement initiatives related to knowledge management. \\\\r\\\\n \\\\r\\\\n\\\\r\\\\nEligibility, Knowledge, Skills & Experience \\\\r\\\\n\\\\r\\\\n2–4 years of experience in Knowledge Management, Service Desk, IT Support, or related roles. \\\\r\\\\n\\\\r\\\\nHands-on experience creating, reviewing, and maintaining Knowledge Base articles. \\\\r\\\\n\\\\r\\\\nStrong understanding of Knowledge Management concepts and best practices. \\\\r\\\\n\\\\r\\\\nExperience interacting with customers and internal stakeholders for knowledge capture and validation. \\\\r\\\\n\\\\r\\\\nFamiliarity with IT Service Management (ITSM) tools and knowledge modules. \\\\r\\\\n\\\\r\\\\nKnowledge of ITIL processes, especially Incident, Problem, Change, and Knowledge Management. \\\\r\\\\n\\\\r\\\\nStrong documentation, writing, and communication skills. \\\\r\\\\n\\\\r\\\\nAbility to analyze information and transform complex technical details into clear, user-friendly documentation. \\\\r\\\\n\\\\r\\\\nExperience with the following tools is preferred: \\\\r\\\\n\\\\r\\\\nKnowledge Management platforms and ITSM tools (e.g., ServiceNow or similar) \\\\r\\\\n\\\\r\\\\nMS Office Suite: MS Word, MS Excel, MS PowerPoint, MS Outlook \\\\r\\\\n\\\\r\\\\nStrong organizational and time-management skills with attention to detail. \\\\r\\\\n\\\\r\\\\nAbility to work independently and collaboratively in a global team environment. \\\\r\\\\n\\\\r\\\\nProficiency in English (additional language skills are a plus).