* CompuCom (Servicios y tecnología de la información): Advocate of knowledgebase tool providing guidance and support to KnowIT contributors and technical writers ensuring adherence to CompuCom content guidelines and standards and high-quality knowledge articles created for client and self-service end-user facing audiences
Ensures Service Desk agents and knowledge contributors are trained on the Knowledge base functionality following business processes enabled by tool
Act as Knowledge Ambassador joining KnowIT Council meetings communicating regularly informing site leaders and knowledge contributors of knowledge base updates (tooling/process updates, change releases, work-arounds, system maintenance)
Conduct knowledge base health-checks. Generate knowledge base metrics by client for respective site to measure performance and consult with site leaders to ensure accountability to enable continuous knowledge management and SD performance metric improvements
Provide ongoing training to knowledge contributors to coach other contributors and agents on Knowledge base business processes and functionality to improve missed resolution opportunities
Review ticket data and identify high-volume ticket categories resolvable by level 0 – level 2 and beyond ensuring all incidents and problems have knowledge articles available.
Conduct knowledge article analysis to determine articles needed to be improved/created by technical writers to help reduce tickets escalations by account
Develop and provide guidance to contributors for Knowledgebase trend analysis and usage reports. Provide KnowIT usage reports to site directors to measure Knowledgebase effectiveness and improvements tied to SD performance metrics: First Call and Overall Resolution Rate, and Average Handle time.
Accountable for researching, monitoring, resolving issues/solutions reported through e-knowledge mailbox for respective site as first point of contact.
Communicate KnowIT updates regularly to onsite Directors to cascade messages down.