In A Nutshell
As a Technical Writer aligned to ENSEK’s Service Desk, you will drive the creation and communication of high-quality
knowledge base articles, guidance and best practice to improve the Service Desk’s overall efficiency, effectiveness in
the provision of technical support to ENSEK’s customers.
You will help the Service Desk leadership and QA teams identify knowledge base gaps and training needs; and plan and
deliver cross-functional work streams, including the provision of training. You will manage the Service Desk's
knowledge base and ensure that processes and procedures are accurate, clearly written and accessible to all team
members. Additionally, you will maintain this knowledge base in line with initiatives to improve internal processes,
software tools and work practices.
Responsibilities
- Analysis: Work with key stakeholders within the Service Desk to identify knowledge base gaps.
- Planning: Create and prioritise a backlog of work to address identified gaps and training needs.
- Knowledge Base Development: Build and maintain a central repository of knowledge (e.g., procedural documentation, FAQs, troubleshooting guides) for employees to reference.
- Content Creation: Collaborate with subject matter experts (SMEs/Internal Product Teams) to create, update and review knowledge articles, ensuring the accuracy and relevance of content.
- Content Standardisation: Ensure that all knowledge materials adhere to standardised formats and are easy to navigate, search and understand. Work with other Analysts and Technical Writers to set and evolve documentation standards.
- Knowledge Sharing & Collaboration: Promote knowledge sharing across the organisation by implementing processes and technical solutions that encourage employees to contribute their expertise, lessons learned and provide feedback to continually improve the knowledge base.
- Knowledge Base Analytics: Monitor usage patterns, identify gaps and assess the effectiveness of knowledge resources. Use data to improve the quality and accessibility of the knowledge base.
- Training: Design, develop, implement and maintain training programs, courses and materials that enhance employees' skills and knowledge.
- Training Needs Assessment: Collaborate with Service Desk Team Managers and QA team to identify skill gaps and develop training plans tailored to team needs.
- E-learning Content Creation: Develop digital and e-learning modules that are interactive, engaging and aligned with the organisation’s needs.
- Workshops: Organise and deliver training to equip employees with required knowledge and competencies.
- Training Evaluation: Measure the effectiveness of training programs through feedback, assessments, and performance metrics, and continuously optimise programs based on data and feedback.
Key Skills
- Communication Skills: Excellent written and verbal communication skills to effectively convey complex information and instructions in a simple, understandable manner.
- Collaboration and Teamwork: Ability to work with diverse teams and stakeholders, ensuring alignment across departments for training and knowledge management needs.
- Problem-Solving: Analytical mindset with the ability to identify root causes of issues and propose effective solutions, both in terms of knowledge gaps and training challenges.
- Project Management: Strong organisational and project management skills to oversee the development and delivery of training programs and knowledge management initiatives.
- Detail-oriented with the ability to work under pressure and meet deadlines.
- Data Analysis: Strong analytical skills, with the ability to use data to identify trends, gaps, and opportunities for improvement in training and knowledge-sharing processes.
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