Service Desk Engineer

Role & responsibilities

Responsibility of / Expectations from the Role

Define and govern the Knowledge Management strategy, framework, policies, standards and operating model to ensure consistent knowledge practices across the organization.

Own the end-to-end knowledge lifecycle, including knowledge capture, creation, review, approval, publication, maintenance, archival, and retirement of knowledge assets.

Establish and enforce content quality standards, ensuring all knowledge articles are accurate, relevant, searchable, compliant, and user-focused.

Lead knowledge readiness for transitions and transformations, including knowledge inventory assessment, gap analysis, KT governance, article creation plans, and go-live sign-off.

Monitor and report on key KM metrics such as knowledge reuse, search effectiveness, article quality, self-service deflection, content freshness, and user adoption trends.

Drive continuous service improvement by leveraging knowledge analytics, automation, AI-enabled search, and self-service capabilities to enhance user experience and reduce support effort.

Establish and manage a robust knowledge governance framework, including content ownership, review cadence, compliance adherence, audit readiness, and stakeholder accountability across all support functions.

Drive knowledge-driven service improvement initiatives by identifying recurring support trends, knowledge gaps, and opportunities for shift-left, self-service, automation, and reduced ticket volumes.