IT Knowledge Lead

Our client, a globe company, is urgently seeking an experienced IT Knowledge Lead to join their team on a permanent basis.

As the IT Knowledge Lead, the role combines responsibilities for ensuring the quality of IT ticketing processes and managing organisational knowledge effectively. This role sits in the Service Delivery team as part of the wider Operations area.

Key responsibilities as the IT Knowledge Lead:

• Ticket Quality Assurance: Monitor and evaluate IT tickets to ensure they meet quality standards, including accuracy, completeness, and timeliness
• Knowledge Management: Develop, maintain, and improve a centralised knowledge base for IT processes, ensuring accessibility and usability for team members
• Process Optimisation: Identify inefficiencies in ticketing workflows and implement improvements to enhance service delivery
• Training and Support: Provide training to IT staff on best practices for ticket management and knowledge sharing
• Reporting and Analysis: Generate reports on ticketing performance metrics and analyse trends to improve overall IT service quality
• Collaboration: Work closely with IT teams and stakeholders to address recurring issues and enhance user satisfaction

Key skills and experience required as the IT Knowledge Lead:

• Ticketing Systems Expertise: Proficiency in tools like ServiceNow, Jira, or Zendesk
• Knowledge Management Tools: Familiarity with platforms for creating and maintaining knowledge bases
• ITIL Framework: Understanding of ITIL processes, including incident, problem, and change management
• Data Analysis: Ability to analyse ticket trends and performance metrics to identify areas for improvement
• Root Cause Analysis: Skill in identifying underlying issues and implementing long-term solutions
• Clear Documentation: Writing concise and user-friendly knowledge articles
• Stakeholder Communication: Effectively conveying insights and recommendations to technical and non-technical audiences

This is an exciting opportunity for someone possessing a strong technical background, excellent organisational skills, and the ability to communicate effectively with both technical and non-technical teams.

If this sounds like the right opportunity for you, we’d love to hear from you!