Greetings from Infosys BPM Ltd.,
We are hiring for

Knowledge Manager - Service Desk in Bengaluru.
Education Qualification: Full-time graduation / Post graduation
Shifts: 24*7 rotational shifts
Please find below Job Description for your reference:
Role: Knowledge Manager - Service Desk
Shift: 24/7Location: Bengaluru (Work from office)
Experience: 2 - 4 Years
Position Summary
Ensure that the service desk is able to collect, analyze, store and share knowledge and information as and when required. The primary goal would be to improve efficiency by reducing the need to rediscover knowledge.
Ensure process & KM compliance and share perspectives, ideas, experience and information; to ensure that these are available in the right place at the right time to enable informed decisions; and to improve efficiency
Required skill set
General knowledge & skills:
Knowledge of Service Desk / Tech Support operations
Excellent Analytical Skills
Able to use analysis for inferences and derive short and long term knowledge management processes based on them
Excellent verbal and written communications
Constantly working with L2 and other teams to improve the KM Database, drive Shift left and other transformational initiatives
Demonstrate patience, passion for problem solving, ability to use knowledge bases, tools
Technical skills
Min. 3 yrs. Experience in IT Service Desk/ Tech support process providing remote support for Password Reset, Account Unlock using Active Directory, Basic knowledge of Azure AD, O365 exchange admin.
Basic Knowledge of Shared Mailbox, Distribution List, User Mailbox, Conference Room, Outlook profile configuration, MS Teams synchronization issues, SharePoint and ODB related issues.
Laptops / Desktops / LAN Issues / Application support/ Small Forms etc.
Advance knowledge of T/S OS (Windows XP-10), Browsers, MS Office suite
Advance knowledge of T/S Small Forms (iOS, Android, Windows)
Intermediate knowledge of Registry Fix, Patch upgrades, Virus T/S, Security, Encryptions
Intermediate knowledge of Network collaborations & VPN T/S
Intermediate Networking knowledge
Familiarity with RDC (Remote Desktop Connection
Service Now KM management hands on experience
Job duties and responsibilities
Coordinates day-to-day execution of the process
Identifying and implementing changes to the process
Identifying exceptions and deviations, as well as management of these situations
Communicating new and changed policies
Ensuring the standards and procedures are being followed
Facilitating resource commitment and allocation
Identifying and implementing process improvement
Creating, analyzing and distributing process reports
Act as focal point for process, communicate with clients, service providers, and management
Facilitate resolution of issues with items not complying with the process
Following defined escalation path when needed, as defined in the escalation policy
Notifying the participants in the process when standards and procedures are not being followed
Performing day to day process administration
Ensure completeness and integrity of information collected to conduct daily operations
Establishment of measurements and targets to improve process effectiveness and efficiency
Responsible for evaluating the performance of the process
Assists auditing of the process for compliance with documented procedures
Defines those parts of the Knowledge Management Framework not defined by the Knowledge Management Owner
Education and other requirement
Minimum experience of 5-6 years with relevant experience in service desk/tech support
Engineering Graduate/ B.Sc. Computer Science / or Graduate with any technical degree/ diploma required.
ITIL trained/ certification preferred
A minimum of 1 year in the role of a Knowledge Manager.
Willingness to work in rotational shifts
Must adhere and non-negotiables
:
Excellent in communication
Comfortable working in US shift
24*7, flexible shifts
100% WFO, no hybrid
Preferred Qualifications
: Any Graduate
If interested, please share your resume with below details to
akshara.r02@infosys.com
Name:
Email & Mobile Number:
Graduation:
Date Of Birth:
Post-Graduation: (If applicable):
Total experience:
Relevant experience:
Current/Previous Company name:
Current CTC:
Expected CTC:
Notice period:
Current location:
Flexible with Night Shift:
Preference will be given to the Immediate Joiners
Regards,
Infosys BPM
Talent Acquisition | INFY HR

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We are Hiring for Knowledge Manager - Service Desk in Bengaluru