Administrator - English, Spanish, Windows

Job Summary

The Level 1 Help Desk analyst is responsible for resolving incoming telephone/ chat requests for technical assistance on standard commercial and proprietary applications. Consistent customer care, quality standards, and reporting requirements are core competencies of the position. Ability to quickly adapt to changing priorities and fluctuations in workflow are requirements of the Help Desk Analyst role. All Help Desk Analyst are subject to shift changes to adapt to the business needs of the Help Desk

Key Responsibilities

First-Line Support: Answer calls, emails, and chat messages, serving as the first point of contact for all IT-related issues. Issue Diagnosis & Troubleshooting: Troubleshoot and resolve common hardware, software, network, and printer issues. Ticket Management: Document, prioritize, and track all incidents in an IT service management (ITSM) ticketing system. Escalation: Identify complex issues beyond first-line capability and properly escalate them to Tier 2 or Tier 3 IT specialists. Account Management: Perform routine administrative tasks like password resets, user provisioning, and access management

Skill Requirements

Knowledge Management platforms and ITSM tools (e.g., Service Now or similar) MS Office Suite: MS Word, MS Excel, MS PowerPoint, MS Outlook

Other Requirements

None

Job Description : Job Description for Knowledge Manager (KM) \\r\\n \\r\\n\\r\\n Job Position: Knowledge Manager \\r\\n Designation: Shift Lead \\r\\n \\r\\n\\r\\n Job Description \\r\\n\\r\\n Create, maintain, and continuously improve Knowledge Base (KB) articles to support Service Desk and IT operations. \\r\\n\\r\\n Review, validate, and update existing KB articles to ensure accuracy, relevance, and compliance with standards. \\r\\n\\r\\n Conduct regular meetings with customers and stakeholders to discuss knowledge capture, documentation needs, and improvements. \\r\\n\\r\\n Work closely with Service Desk, IT support teams, and SMEs to capture tacit and explicit knowledge. \\r\\n\\r\\n Ensure knowledge articles follow approved templates, quality guidelines, and governance processes. \\r\\n\\r\\n Promote knowledge reuse and adoption across support teams to improve efficiency and first-contact resolution. \\r\\n\\r\\n Use Knowledge Management tools and platforms to document, publish, and track knowledge articles. \\r\\n\\r\\n Analyze knowledge gaps and proactively recommend new KB content. \\r\\n\\r\\n Support major incidents, problem management, and change management activities by providing relevant knowledge documentation. \\r\\n\\r\\n Coordinate knowledge review cycles and ensure timely updates following process or system changes. \\r\\n\\r\\n Participate in cross-team collaboration, training sessions, and continuous improvement initiatives related to knowledge management. \\r\\n \\r\\n\\r\\n Eligibility, Knowledge, Skills & Experience \\r\\n\\r\\n2–4 years of experience in Knowledge Management, Service Desk, IT Support, or related roles. \\r\\n\\r\\n Hands-on experience creating, reviewing, and maintaining Knowledge Base articles. \\r\\n\\r\\n Strong understanding of Knowledge Management concepts and best practices. \\r\\n\\r\\n Experience interacting with customers and internal stakeholders for knowledge capture and validation. \\r\\n\\r\\n Familiarity with IT Service Management (ITSM) tools and knowledge modules. \\r\\n\\r\\n Knowledge of ITIL processes, especially Incident, Problem, Change, and Knowledge Management. \\r\\n\\r\\n Strong documentation, writing, and communication skills. \\r\\n\\r\\n Ability to analyze information and transform complex technical details into clear, user-friendly documentation. \\r\\n\\r\\n Experience with the following tools is preferred: \\r\\n\\r\\n Knowledge Management platforms and ITSM tools (e.g., Service Now or similar) \\r\\n\\r\\nMS Office Suite: MS Word, MS Excel, MS PowerPoint, MS Outlook \\r\\n\\r\\n Strong organizational and time-management skills with attention to detail. \\r\\n\\r\\n Ability to work independently and collaboratively in a global team environment. \\r\\n\\r\\n Proficiency in English (additional language skills are a plus).