Only candidates who are ITIL certified will be considered.

The 'Global End User Services IT Quality Assurance & Knowledge Management Process Specialist' is responsible for ensuring the quality of deskside services, managing knowledge resources, and optimizing service processes.

This role focuses on implementing quality assurance practices, maintaining a robust knowledge management system, and driving continuous process improvement in alignment with ITIL best practices.

Job Duties & Responsibilities

1. Quality Assurance (QA):

• Develop and implement QA standards and procedures for deskside services.
• Conduct regular audits and assessments to ensure compliance with QA standards.
• Identify areas for improvement and recommend corrective actions.

2. Knowledge Management (KM):

• Develop and maintain a comprehensive knowledge management system.
• Ensure that knowledge articles are accurate, up-to-date, and easily accessible.
• Promote knowledge sharing and collaboration across the organization.

3. Process Management:

• Analyse and optimize service processes to improve efficiency and effectiveness.
• Document and maintain process workflows, procedures, and guidelines.
• Implement process improvement initiatives and monitor their impact.

4. Training and Support:

• Provide training and support to staff on QA, KM, and process management practices.
• Develop training materials and conduct workshops as needed.

5. Collaboration:

• Work closely with IT, service desk, and other relevant teams to ensure alignment with QA, KM, and process management objectives.
• Participate in cross-functional projects and initiatives.

Job Requirements

• Diploma / Degree in computer engineering / computer science.
• At least 5 years of IT operations experience in IT Asset Management and Deskside Services Management or roles with similar capacity.
• Proficiency in QA tools and methodologies.
• Experience with knowledge management systems and tools.
• Strong understanding of process mapping and optimization techniques.
• Strong analytical and problem-solving skills.
• Ability to analyse data and generate meaningful insights.
• Excellent verbal and written communication skills.
• Ability to collaborate effectively with cross-functional teams.
• Strong organizational and time management skills.
• Attention to detail and accuracy.