Service Desk Knowledge Transfer Lead

7 days ago

Singapore DXC Technology Full time

**Key Responsibilities**:

- Lead and manage the knowledge transfer process during service transitions or onboarding/offboarding.
- Develop and maintain comprehensive knowledge transfer plans, schedules, and documentation.
- Collaborate with service desk teams, project managers, and technical SMEs to gather and document critical knowledge.
- Ensure all knowledge articles, SOPs, and runbooks are up-to-date and accessible.
- Conduct training sessions, workshops, and shadowing activities to facilitate effective knowledge sharing.
- Monitor and report on the progress and effectiveness of knowledge transfer activities.
- Identify knowledge gaps and implement strategies to address them.
- Ensure alignment with ITIL best practices and organizational knowledge management standards.

**Required Skills and Qualifications**:
**Technical Skills**:

- Strong understanding of IT Service Management (ITSM) frameworks, especially ITIL.
- Experience with service desk operations and tools (e.g., ServiceNow, BMC Remedy).
- Familiarity with knowledge management systems and documentation tools (e.g., Confluence, SharePoint).
- Proficiency in Microsoft Office Suite (Word, Excel, PowerPoint).

**Soft Skills**:

- Excellent communication and interpersonal skills.
- Strong organizational and project management abilities.
- Ability to lead cross-functional teams and manage stakeholders.
- Analytical mindset with attention to detail.
- Ability to work under pressure and meet tight deadlines.

**Preferred Qualifications**:

- ITIL Foundation certification (or higher).
- Experience in service transition or transformation projects.
- Prior experience in a lead or supervisory role within a service desk environment.

At DXC Technology, we believe strong connections and community are key to our success. Our work model prioritizes in-person collaboration while offering flexibility to support wellbeing, productivity, individual work styles, and life circumstances. We’re committed to fostering an inclusive environment where everyone can thrive.

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