Service knowledge Analyst

Company DescriptionAt 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 DescriptionThe 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 DutiesInside the Service DeskUse Service-Now to document, analyze and gather information regarding the Service Desk work and quality of supportEdit, contribute, gather and maintain the Service Desk knowledge baseProvide reports and analysis of both the knowledge base and Service Desk operationCraft and create processes and policies for the Service DeskServe as technical escalation point to the Service DeskFollow up with customers on feedback and surveysProvide quality feedback and points for improvement to the Service Desk team membersOutside the Service DeskTrack 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 stakeholdersWork with other support groups on correct Service Management IT working ProceduresTake meetings outside of working hours, and lead Improvement changes across ITCollaborate with teams to design and implement process enhancementsTake meeting minutes at times and follow up on action itemsQualificationsGreat understanding of computer systems and great self-learning abilitiesProficiency in English language3+ years experience with IT Service Desk and end users supportStrong 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 toolsUnderstanding of knowledge base, knowledge creating and knowledge gatheringStrong customer service orientation with a focus on continuous improvementAbility to work with other people with great communication skillsDetail-oriented and highly organizedKnowledge of ITIL frameworksAbility to work independently and without supervision while providing constant reports to managementTeam player that work in a cutting age technology environments with multiple activitiesMotivation & initiation to learn and to understand complex systemAdditional InformationThis position will be in Flash