Technology Quality & Knowledge Lead
Jarrow, England, United Kingdom
Frey Consulting Group
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 … 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 More ❯
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