Here is the knowledge base / support site that I manage for York College of Pennsylvania (YCP):
Let me know your thoughts, if you care to share.
Over the past seven years, I've been happily working for York College, with what began as the IT department, later combining with the library to form Library & Technology Services (LTS).
I started by creating and managing video content, and contributing to graphics, our knowledge base (KB), and more. Over that time, managing all three of these areas has fallen under my purview. Additionally, I oversee a small team of student employees who help add to each.
In writing my instructions, I learn the procedures that I teach. This often acts as a review, where I then collaborate with my respective colleagues to further streamline the actual processes. Across various applications, this has included solutions such as shortened URLs, optimized logos/icons, content reorganization/rewrites, and quite a bit more.
As our KB has grown and improved, our call and ticket volume has decreased.
Did you notice how our KB differs from those of many other professional institutions?
I build it on Google Sites. I highlight this to illustrate my versatility, though I also work with professional knowledge base software, CMS, LMS, and website builders. It'd be my pleasure to create or maintain your support site with Zendesk, Freshdesk, or any other such service.
Our Google Site began as a homespun prototype, between a colleague and myself, to navigate budgetary constraints (it comes at no additional cost to us, as it's included in our Google account), and has grown into quite a functional home for our resources. I learn and adapt as many useful features as possible (some official, some MacGyvered with 3rd party apps and tweaked HTML), accommodating the needs of those throughout our department and college.
Our site now includes both public and community restricted articles, a robust search (Google's forte), full responsiveness, multiple embedded applications (customized search bars, videos, forms, density.io, etc.), fast full-site backups, tiered collapsible content, leapfrogging with anchor links, shared editing with anyone else we choose (making it easy for colleagues and student workers to make small updates), visitor analytics, alternate text for images, and more.