L1 ServiceDesk Technician (Technical Writer)

Morgan Advanced Materials is a business rich in history and innovation. Founded in the UK in 1856, we have grown into a global organisation with 70 sites in 18 countries. Our model to serve our customers where they need us has led to a diversified product range using our unparalleled expertise in ceramic and carbon materials, which we exploit to solve difficult problems for our customers across a diverse range of markets.

We are a purpose driven organisation. Our purpose is to use advanced materials to make the world more sustainable and to improve the quality of life. We deliver on that purpose through the products that we make, and the way that we make them.

We help our customers push the limits of their processes and products to meet the demanding requirements they face, from higher process temperatures to higher product performance to increasing miniaturisation.

Key Figures: Revenue £1,112m (2022), ~8,500 employees, manufacturing in 30+ countries, and a global customer portfolio. A UK PLC with head office located in Windsor, Berkshire UK.  Listed on London Stock Exchange; Member of the FTSE 250 Index.

Morgan Advanced Materials is a world leader in the development and production of advanced materials. We produce a wide range of specialist, high specification materials that have extraordinary attributes and properties. Despite the complexity of our technologies, our focus is simple – we supply innovative, differentiated products made from advanced materials that enable our customers’ products to perform more efficiently, more reliably and for longer.

OVERVIEW & SCOPE OF ROLE:

Morgan IT is on a mission to strengthen Digital Capabilities through creating an Evergreen IT estate as a cornerstone of company success in the coming century. This means fit-for-purpose, always up-to-date IT services on a green footprint that maximize our people’s capabilities to drive business value.

To do so, the OneIT team is currently executing on a strategic roadmap to make significant step changes in IT performance and business value from IT.

The global IT Operations team have responsibility for making sure all IT services delight our internal and external customers. Our aim is to maximise the value Morgan business derive from IT services with minimal disruption while delivering as cost effectively as possible.

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.

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:

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