Knowledge Manager
Current• Managing relations with the customer and intermediating, in order to define the procedures to be applied within the Service Desk, establishing the Policy, Process and Procedures in conjunction with other Process Owners;• Service Desk KB (Knowledge Base) management: creating articles for new procedures or updating the existing ones in agreement with the Process Owners;• In charge of Knowledge Transfer to the Service Desk agents in order to align them with updated procedures (mostly for the EMEA region) to be applied.