Service knowledge Analyst

Company Description

At Western Digital, our vision is to power global innovation and push the boundaries of technology to make what you thought was once impossible, possible.

At our core, Western Digital is a company of problem solvers. People achieve extraordinary things given the right technology. For decades, we’ve been doing just that. Our technology helped people put a man on the moon.

We are a key partner to some of the largest and highest growth organizations in the world. From energizing the most competitive gaming platforms, to enabling systems to make cities safer and cars smarter and more connected, to powering the data centers behind many of the world’s biggest companies and public cloud, Western Digital is fueling a brighter, smarter future.

Binge-watch any shows, use social media or shop online lately? You’ll find Western Digital supporting the storage infrastructure behind many of these platforms. And, that flash memory card that captures and preserves your most precious moments? That’s us, too.

We offer an expansive portfolio of technologies, storage devices and platforms for business and consumers alike. Our data-centric solutions are comprised of the Western Digital®, G-Technology™, SanDisk® and WD® brands.

Today’s exceptional challenges require your unique skills. It’s You & Western Digital. Together, we’re the next BIG thing in data.

Job Description

The individual will be responsible for the knowledge base, knowledge gathering, knowledge gaps identification, knowledge articles creation, knowledge implementation, reports and quality controls, and to provide technical assistance, support and escalations related to computer system, hardware, software and any other technical aspects.

We’re looking for someone who’s willing to Work Hard, at times outside of the regular working hours, in a very dynamic global environment, with true a purpose to make a positive change.

Job Responsibilities and Duties

Inside the Service Desk

Use Service-Now to document, analyze and gather information regarding the Service Desk work and quality of support

Edit, contribute, gather and maintain the Service Desk knowledge base

Provide reports and analysis of both the knowledge base and Service Desk operation

Craft and create processes and policies for the Service Desk

Serve as technical escalation point to the Service Desk

Follow up with customers on feedback and surveys

Provide quality feedback and points for improvement to the Service Desk team members

Outside the Service Desk

Track and analyze key performance indicators (KPIs) related to service delivery.

Identify trends, inefficiencies, and areas for improvement in service processes.

Generate regular reports and dashboards for management and stakeholders

Work with other support groups on correct Service Management IT working Procedures

Take meetings outside of working hours, and lead Improvement changes across IT

Collaborate with teams to design and implement process enhancements

Take meeting minutes at times and follow up on action items

Qualifications

Great understanding of computer systems and great self-learning abilities

Proficiency in English language

3+ years experience with IT Service Desk and end users support

Strong experience with Microsoft OS, MacOS, outlook, office, etc..

Proficiency in data analysis tools (e.g., Excel, Power BI, Tableau) and IT service management tools (e.g., ServiceNow).

Understanding of AD, Cloud based services and collaboration tools

Understanding of knowledge base, knowledge creating and knowledge gathering

Strong customer service orientation with a focus on continuous improvement

Ability to work with other people with great communication skills

Detail-oriented and highly organized

Knowledge of ITIL frameworks

Ability to work independently and without supervision while providing constant reports to management

Team player that work in a cutting age technology environments with multiple activities

Motivation & initiation to learn and to understand complex system

Additional Information

This position will be in Flash