<p><strong>Candidatul ideal</strong></p>

<p>Attention to Details;<br />
Analytical Problem Solving;<br />
Communicating;<br />
Decision Making &amp; Judgment;<br />
Time / Task Management;<br />
Data Gathering and Research;<br />
Knowledge Sharing / Leveraging Knowledge - Knowledgeable of ITIL v3 / Foundation certified a plus;<br />
Excellent knowledge of English;<br />
Excellent communication skills, both written and verbal;<br />
Flexible and well-motivated;<br />
Strong team player with the ability to build relationships with both colleagues and external clients;<br />
Strong client-facing skills, with ability to quickly establish rapport with client contacts at all levels;<br />
Understanding the nature of IT service management;</p>

<p><strong>Descrierea jobului</strong></p>

<p>Ensure that knowledge is created, reviewed and approved, in accordance with the knowledge management process<br />
Work together with Front line and Resolving teams to create new solutions /amend existing solutions / delete the obsolete solutions<br />
Maintain up to date Knowledge Management work instructions and procedures;<br />
Ensure accuracy and consistency of the knowledge database;<br />
Maintain good relations with all suppliers and resolving teams;<br />
Escalation to TL / SDM / Resolving Teams where tickets may or have been breached;<br />
Interfacing appropriately with Problem Management and Incidents Management teams;<br />
Immediate escalation when the priority of an incident may need to be upgraded, together with justifications/reasons;<br />
Realize periodically service reports or ad-hoc reports requested by SDM /OPM /TL;<br />
Offer training to new joiners and organize periodical retraining sessions for the team.</p>
