Global Service Desk Knowledge Management Expert (m/w)

Vor Ort
5 Monate (Verlängerung möglich)
flag_no Deutschland
Florentina Krasniqi

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Wir suchen für ein Kundenprojekt in München einen Global Service Desk Knowledge Management Expert (m/w)

Client received user feedback that the provided IT Service Desk services are not satisfactory. As a starting point to improve these services, the German Global Service Desk (GSD) Transition Project was conducted. The transition included amongst others, a termination of the service contract with the former service provider in Germany, an extension of the contract with another service provider and the establishment of an IT internal Service Desk Quality team. These services will continuously be improved.

Moreover, IT Service Desk services provided outside of Germany, which are provided by the former service provider, need to be improved. For this purpose, an RfP will be conducted.

In scope of this project are improvements of the existing Global Service Desk services provided by the former service provider by doing improvements that are also required when changing the Service Provider. Analysis, preparation and improvement of service model and processes needs to be in place before starting an RfP.

Objectives / Service

Creation of and up to date Service Catalogue with correct IT Services that can be ordered by the user - which can also serve as basis for the RfP

•ensuring Quality of knowledge documents and processes
•setting up a framework for Knowledge Database entries
•defining Guidelines and standards
•coordinating with IT Senior Executives


Years of experience

>10 years

Required skills:
•Knowledge Management Expert including responsibility for Quality Ensurance and coordination with IT Senior Executives
•Deep knowledge of Service Desk processes and Knowledge Database entries

Preferred skills:
•Able to communicate with IT Senior Executives
•Very good coordination skills
•Experience with international teams
•Able to drive a task independently and successfully

CVs in English required!

Vertrag: contract


Ende: mit Option auf Verlängerung

Projektdauer: langfristig

Einsatzland: Deutschland

Einsatzort: München

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Agnieszka Nowicka

Recruiting Expert

Tel: +49 (89)

Fax: +49 (89)

TOPjects GmbH

Allgeier Experts / Division of Allgeier Group

Stefan-George-Ring 6

81929 München