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For Companies At a Glance
- Tasks: Lead IT ticket quality assurance and manage organisational knowledge effectively.
- Company: Join a global company committed to innovation and excellence in IT services.
- Benefits: Enjoy flexible working options and a supportive team culture.
- Why this job: Make a real impact by optimising processes and enhancing user satisfaction.
- Qualifications: Experience with ticketing systems like ServiceNow, Jira, or Zendesk is essential.
- Other info: This is a permanent role within a dynamic Service Delivery team.
The predicted salary is between 36000 - 60000 £ per year.
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 managing knowledge bases.
IT Knowledge Lead employer: LTS Resourcing
Contact Detail:
LTS Resourcing Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land IT Knowledge Lead
✨Tip Number 1
Familiarise yourself with the specific ticketing systems mentioned in the job description, such as ServiceNow, Jira, or Zendesk. Understanding their functionalities and best practices will give you an edge during discussions with the hiring team.
✨Tip Number 2
Showcase your experience in knowledge management by preparing examples of how you've developed or improved knowledge bases in previous roles. Be ready to discuss the impact of these improvements on team efficiency and service delivery.
✨Tip Number 3
Highlight your analytical skills by preparing to discuss how you've used reporting and analysis to drive improvements in IT service quality. Bring specific metrics or case studies that demonstrate your ability to identify trends and implement changes.
✨Tip Number 4
Emphasise your collaborative skills by thinking of examples where you've worked closely with IT teams or stakeholders to resolve issues. Being able to articulate your approach to teamwork and communication will resonate well with the hiring team.
We think you need these skills to ace IT Knowledge Lead
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in IT ticketing processes and knowledge management. Use specific examples that demonstrate your expertise with tools like ServiceNow, Jira, or Zendesk.
Craft a Compelling Cover Letter: In your cover letter, explain why you are passionate about the role of IT Knowledge Lead. Mention how your skills align with the responsibilities listed, such as process optimisation and training support.
Showcase Your Analytical Skills: Include examples in your application that showcase your ability to generate reports and analyse trends. This will demonstrate your capability to improve IT service quality through data-driven insights.
Highlight Collaboration Experience: Emphasise any previous experience working closely with IT teams and stakeholders. Provide examples of how you have addressed recurring issues and enhanced user satisfaction in past roles.
How to prepare for a job interview at LTS Resourcing
✨Showcase Your Ticketing Systems Expertise
Make sure to highlight your experience with ticketing systems like ServiceNow, Jira, or Zendesk. Be prepared to discuss specific examples of how you've used these tools to improve ticket quality and service delivery.
✨Demonstrate Knowledge Management Skills
Discuss your experience in developing and maintaining knowledge bases. Share examples of how you've made information accessible and user-friendly for team members, as this is crucial for the role.
✨Prepare for Process Optimisation Questions
Think about past experiences where you identified inefficiencies in workflows. Be ready to explain the steps you took to optimise processes and the impact it had on service delivery.
✨Emphasise Collaboration and Training Experience
Highlight your ability to work closely with IT teams and stakeholders. Provide examples of how you've trained staff on best practices for ticket management and knowledge sharing, as collaboration is key in this role.
