6 of 6 Knowledge Management Jobs in Hampshire

manage day-to-day operations for a household-name global retail brand. You will balance hands-on technical escalation with hands-off team management to deliver high-quality support and maintain key service levels. Key Responsibilities Team Supervision: Lead, mentor, and schedule a team of Service Desk Analysts. … issues and route them to higher-tier teams when needed. Quality & Performance: Conduct ticket audits, monitor call quality, and track weekly/monthly KPIs. Knowledge Management: Maintain the Knowledge Base to improve first-line resolution and self-service options. Requirements Proven experience in a Team Lead, Senior ...

quality technical assistance is provided to all users while maintaining agreed service levels. You will balance "hands-on" technical escalation with "hands-off" people management, driving continuous improvement across the service desk. Key Responsibilities Team Supervision: Lead a team of Service Desk Analysts, managing rotas, conducting … Service Delivery: Act as the guardian of SLAs (Service Level Agreements), ensuring incidents and requests are categorised, prioritised, and resolved within target timeframes. Escalation Management: Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are moved to the correct higher-tier teams. Quality ...

development. Service Delivery: Act as the guardian of SLAs, ensuring all incidents and requests are accurately categorised, prioritised, and resolved within target timeframes. Escalation Management: Serve as the first point of contact for technical and procedural escalations, ensuring complex issues are swiftly routed to higher-tier teams. Quality Assurance … customer service and technical accuracy. Reporting & Analysis: Generate weekly and monthly KPI reports to identify technical trends, recurring faults, or team training gaps. Knowledge Management: Maintain and expand the Service Desk Knowledge Base to empower analysts and promote end-user self-service. What We Are Looking ...

including targeted marketing audience selection lists, detailed segmentation analyses, customer insight and the development of dynamic data dashboards that empower decision-making. Support lead management processes involving delivery of leads to retailers, including testing of new lead sources. Support the Customer Data Manager and Customer Experience Manager with data … solutions. Engage with AG departments on central projects related to customer data and customer experience, fostering collaboration and alignment across the organisation. Enhance departmental knowledge management by updating and maintaining Confluence pages and process documentation related to areas of responsibility, ensuring accessibility and clarity for all stakeholders What ...

ideal for a professional with strong hands-on experience in BMC Helix ITSM, BMC Remedy, Helix Discovery (ADDM), CMDB, ITSM integrations, and ITIL Service Management . The successful candidate will be responsible for designing, implementing, migrating, integrating, and supporting enterprise BMC Helix ITSM solutions while working closely with architects … Preferred) Key Responsibilities Design, develop, and implement end-to-end BMC Helix ITSM solutions across Incident, Problem, Change, Release, Asset, CMDB, Service Request and Knowledge Management. Lead migration activities from BMC Remedy on-premise environments to BMC Helix SaaS. Design and develop integrations using REST APIs, SOAP Web Services ...

Responsibilities \n \n Design, develop, and implement end-to-end BMC Helix ITSM solutions across Incident, Problem, Change, Release, Asset, CMDB, Service Request and Knowledge Management. \n Lead migration activities from BMC Remedy on-premise environments to BMC Helix SaaS. \n Design and develop integrations using REST APIs, SOAP … rules. \n Provide Level 3 production support, platform administration, upgrades, patching and performance optimisation. \n Work closely with business stakeholders, Solution Architects and Service Management teams to deliver scalable ITSM solutions aligned with ITIL v4. \n Produce technical documentation, solution designs, architecture diagrams and operational runbooks. \n Mentor junior ...