Responsibilities:

• Create, update, and standardize support process documentation in Confluence for Tier 1 Service Desk use.

• Review existing documentation and knowledge base articles; edit and improve to align with current style and formatting standards.

• Collaborate with Tier 2 Service Desk agents and subject matter experts to gather technical details and translate them into clear, easy-to-follow procedures.

• Ensure all documentation is structured to support efficient troubleshooting and resolution by Tier 1 agents.

• Maintain version control and documentation lifecycle best practices in Confluence.

• Contribute to knowledge management initiatives by suggesting improvements to structure, taxonomy, and content organization.

• Provide guidance to Service Desk staff on how to use Confluence documentation effectively.

Qualifications:

• 3+ years of professional experience as a Technical Writer, Knowledge Management Specialist, or similar role.

• Hands-on experience working with Confluence to create, edit, and manage technical documentation.

• Familiarity with IT Service Desk environments, IT support processes, or ITIL-based frameworks.

• Proven ability to translate technical information into clear, concise, and actionable documentation.

• Experience collaborating with technical teams and stakeholders to gather information and validate accuracy.

Skills:

• Strong writing, editing, and content organization skills.

• Proficiency with Confluence (page formatting, templates, macros, permissions, and structure).

• Ability to simplify complex technical processes into step-by-step instructions for non-technical users.

• Excellent communication and collaboration skills to work effectively with Tier 2 Service Desk agents and IT staff.

• Strong attention to detail, consistency, and adherence to documentation standards.

• Familiarity with knowledge management best practices and process documentation.