The purpose of this role is to oversee Tech Support Knowledge Management strategy and to support the team in harnessing, developing, sharing and effectively using organisational data, learning and knowledge to improve Tech Support activities, current practice and future developments.
Responsibilities:
- Manage the current knowledge management practices as well as design a new knowledge distribution policies and encourage use of the new practices
- Analysing the effectiveness of the new knowledge management program (FAQ) by observing its usage and evaluate its impact in terms of the team benefits
- Interact with internal and external department, act as a mediator to provide the knowledge and information about the products
- Utilise the knowledge base resources and design a training module for the trainers and new hires
- Encourage the team to share knowledge effectively and efficiently
- Able to communicate and involving in the discussion with the team members to provide and standardised SOPs
- Consistently updates accurate information in order to keep the team up to speed
- Managing employees relationship within the Tech Support Team
- Providing L1 and L2 training for newbie (Duration: 1 week)
