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- Tasks: Ensure IT ticket quality, manage knowledge bases, and optimise processes for better service delivery.
- Company: Join a dynamic Service Delivery team within a leading Operations area focused on IT excellence.
- Benefits: Enjoy a bonus, pension contributions, life assurance, generous leave, and employee discounts.
- Why this job: Be part of a collaborative culture that values innovation and continuous improvement in IT services.
- Qualifications: Proficiency in ticketing systems, knowledge management tools, and strong analytical and communication skills required.
- Other info: This role is based full time in our Jarrow office.
The predicted salary is between 36000 - 60000 £ per year.
This role combines responsibilities for ensuring the quality of IT ticketing processes and managing organizational knowledge effectively. This role sits in our Service Delivery team as part of the wider Operations area.
Responsibilities:
- 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 centralized knowledge base for IT processes, ensuring accessibility and usability for team members.
- Process Optimization: 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.
Ticket Quality Accountabilities:
- Monitoring and Evaluation: Regularly review IT tickets to ensure they meet quality standards, including accuracy, completeness, and proper categorization.
- Standardization: Establish and enforce guidelines for ticket creation, prioritization, and resolution to maintain consistency.
- Root Cause Analysis: Identify recurring issues through ticket trends and collaborate with teams to address underlying problems.
- Escalation Management: Ensure proper escalation protocols are followed for unresolved or critical tickets.
- Performance Metrics: Track and report on ticket quality metrics, such as resolution time, first-call resolution rate, and customer satisfaction.
Knowledge Management Accountabilities:
- Knowledge Base Development: Create and maintain a centralized repository of IT processes, solutions, and best practices.
- Accessibility: Ensure the knowledge base is user-friendly and accessible to all relevant stakeholders.
- Content Accuracy: Regularly update knowledge articles to reflect changes in IT systems or processes.
- Training and Awareness: Conduct training sessions to promote effective use of the knowledge base among IT staff.
- Feedback Integration: Gather feedback from users to improve the quality and relevance of knowledge resources.
Required skills & experience:
- Technical Skills: Proficiency in tools like ServiceNow, Jira, or Zendesk; familiarity with platforms for creating and maintaining knowledge bases; understanding of ITIL processes, including incident, problem, and change management; experience with PowerBI, Visio.
- Analytical Skills: Ability to analyse ticket trends and performance metrics to identify areas for improvement; skill in identifying underlying issues and implementing long-term solutions.
- Communication Skills: Writing concise and user-friendly knowledge articles; effectively conveying insights and recommendations to technical and non-technical audiences.
- Leadership Skills: Guiding IT staff on best practices for ticket management and knowledge sharing; working with cross-functional teams to improve service quality.
- Problem-Solving Skills: Identifying inefficiencies in ticketing workflows and implementing improvements; quickly addressing new challenges and evolving IT needs.
What we offer:
- Discretionary Annual Bonus.
- Up to 5% matched pension contribution.
- 4x annual salary life assurance.
- 25 days annual leave plus bank holidays.
- Salary Sacrifice Car Scheme.
- Employee discounts through Edenred.
- Cycle to work scheme.
- Employee Assistance Programme.
This role is based full time in our Jarrow office.
Technology Quality & Knowledge Lead employer: Frey Consulting Group
Contact Detail:
Frey Consulting Group Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Technology Quality & Knowledge Lead
✨Tip Number 1
Familiarise yourself with ticketing systems like ServiceNow, Jira, or Zendesk. Understanding these tools will not only help you in the role but also show us that you're proactive and ready to hit the ground running.
✨Tip Number 2
Brush up on your ITIL knowledge, especially around incident, problem, and change management. This will demonstrate your understanding of industry standards and how they apply to our operations.
✨Tip Number 3
Prepare to discuss your experience with data analysis and root cause analysis. We value candidates who can identify trends and suggest improvements, so come ready with examples from your past work.
✨Tip Number 4
Think about how you would approach training and supporting IT staff. We want to see your ideas on promoting best practices for ticket management and knowledge sharing, so be ready to share your thoughts during the interview.
We think you need these skills to ace Technology Quality & Knowledge Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT ticketing processes, knowledge management, and any specific tools mentioned in the job description, such as ServiceNow or Jira.
Craft a Compelling Cover Letter: In your cover letter, emphasise your understanding of quality assurance in IT ticketing and your experience with process optimisation. Use specific examples to demonstrate your skills and how they align with the role.
Showcase Analytical Skills: Include examples of how you've used data analysis to improve service delivery or resolve recurring issues in previous roles. This will show your capability in generating reports and analysing trends.
Highlight Communication and Training Experience: Mention any experience you have in training staff or creating documentation. This is crucial for the role, so provide examples of how you've effectively communicated complex information to both technical and non-technical audiences.
How to prepare for a job interview at Frey Consulting Group
✨Showcase Your Technical Skills
Be prepared to discuss your experience with ticketing systems like ServiceNow, Jira, or Zendesk. Highlight specific examples of how you've used these tools to improve ticket quality and streamline processes.
✨Demonstrate Analytical Thinking
Expect questions that assess your ability to analyse data and identify trends. Prepare to share instances where you've conducted root cause analysis and implemented solutions to recurring issues.
✨Communicate Clearly
Since clear documentation is crucial for this role, practice articulating your thoughts concisely. Be ready to explain complex concepts in a way that both technical and non-technical stakeholders can understand.
✨Emphasise Collaboration and Training
This position involves working closely with IT teams and providing training. Share examples of how you've successfully collaborated with others and trained staff on best practices for ticket management and knowledge sharing.
