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L1 ServiceDesk Technician (Technical Writer)

Morgan Advanced Materials

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Job Description

  • This key role is responsible for managing end to end delivery of Morgan s Azure tenant and hosting services

  • Initially this role is embedded within the project team to support completion of a major infrastructure modernisation programme: Moving IT services to up-to-date and centrally managed public and private cloud solutions
  • Beyond hosting services, this role will be responsible for governing the full Morgan Azure tenant through defining and managing the governance framework and controls across its services
  • To deliver this with high levels of customer satisfaction in a cost-effective manner requires a drive for excellent customer service, strong leadership skills, commercial awareness and good Infrastructure Management experience

Responsibilities

Service Desk

  • Delight the customer by resolving end-user tickets and requests within service levels
  • Review and route incoming tickets as part of a global team, resolving tickets within scope.
  • Escalate complex or major incidents.
  • Retain issue ownership as the customer representative through the ticket lifecycle.

Collaborate and Create documentation:

  • Collaborate with the IT Helpdesk team to gather information about IT Helpdesk processes, SOPs, training materials, and knowledge articles.
  • Create and maintain comprehensive documentation, including process flows, SOPs, training materials, and knowledge articles.
  • Organize and manage documentation in a centralized location for easy access by the IT Helpdesk team and end-users.
  • Ensure documentation accurately reflects current processes and procedures and is kept up-to-date with any changes or improvements.
  • Collaborate with other teams and stakeholders to align documentation with overall business goals and objectives.
  • Provide training to end-users on IT Helpdesk processes, SOPs, and self-help resources.
  • Review and Improve documentation
  • Review and revise existing documentation to enhance clarity, conciseness, and user-friendliness.
  • Regularly update knowledge articles to address frequently asked questions and common IT issues.
  • Perform peer reviews to ensure the documentation is as per the Morgan standards.
  • Stay up to date with the latest technologies and tools that can be used to improve the quality and effectiveness of documentation.
Qualifications

Qualifications:

Required: One or more MS Fundamentals qualification or similar

Desirable: ITIL foundation, IT Diploma (Further Education or Degree)

Experience Skills:

Essential

  • Proven experience as an IT Helpdesk technician and Technical Writer or similar role for 4+ years
  • Technical writing experience for AI language models with keen interest in AI language
  • Excellent written and verbal communication skills, with the ability to write clear and concise technical documentation.
  • Good in visual communications to create diagrams and flow charts to make the complex information easy to understand.
  • Stay up to date with the latest technologies and tools that can be used to improve the quality and effectiveness of documentation.
  • Familiarity with IT Helpdesk processes, SOPs, and the ability to understand technical concepts.
  • Strong organizational and time-management skills, with the ability to manage multiple projects simultaneously.
  • Experience with document management tools and software, such as SharePoint or Confluence.
  • Knowledge of instructional design principles and experience creating training materials is a plus.
  • Familiarity with knowledge management systems and best practices.
  • Process adherence - Working in line with agreed Standard Operating Procedures, feeding back improvement suggestions

Desirable

  • Technical writing experience for AI language models with keen interest in AI language
  • ITSM best practice awareness (ITIL)
  • Training or presentation experience
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Last Updated: 12-06-2024 09:32:12 AM
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