Knowledge Writer - Service Desk & Colleague Help Platforms

About The Team - Service Desk & Colleague Help Platforms

The team is really passionate about making it as simple and efficient as possible for colleagues to get help. This includes developing new ways to enable colleagues to help themselves, as well as enabling helpdesks and technology teams to provide support effectively.

We are responsible for owning the product roadmap and managing the development and rollout of improvements to our Service Desk systems and help centres across Technology, Finance and HR.

The Role – Knowledge Writer

Whilst specific responsibilities will be dependent upon the changing needs of the Tesco business, the following provides an overview of the role’s key responsibilities and measures:

• Work with application teams to understand required help content and produce high quality how-to guides and knowledge articles which can be understood by colleagues
• Maintain consistency and high quality of content across colleague-facing technology help centres
• Use data and user conversations to identify gaps in knowledge content
• Work closely with the product managers to improve the user experience and drive forward the adoption of the colleague-facing technology help centres
• Work with translation experts and in-country points of contact to ensure content quality across all countries in which we operate
• Own and improve metrics relating to the quality and use of knowledge articles and how-to guides

• This role will best suit an individual who enjoys collaborating with the team and with stakeholders, is happy to work independently, is motivated to make change for the better and, most importantly, puts our customers first

Key Skills and Experience

You’ll need to have demonstrated experience of:

• Delivering high quality knowledge content to a large, diverse user base
• Ability to use data to make decisions
• Strong collaboration and communication skills, working with a variety of stakeholders globally
• Writing technology-focussed content for internal colleagues
• Measuring and improving colleague adoption and use of an internal facing help centre

You’ll need to have the following personal skills:

• Flexibility, ability to plan and organise, responsiveness, creativity, self-starter
• Able to build solid working relationships with peers and stakeholders
• Ability to demonstrate strong written and verbal communication skills to all disciplines within the organisation

We offer excellent benefits that help make Tesco a great place to work.  These include but aren’t limited to:

• An annual bonus scheme which you can achieve up to 3.5% of base salary
• Colleague Clubcard (including a 2nd card for a family member) after 6 months service with 10% off most purchases at Tesco
• Holiday starting at 25 days plus a personal day
• A retirement savings plan - 4%-7.5% contribution rate
• Life Assurance - 5 x contractual pay
• Buy As You Earn Scheme
• Save As You Earn Scheme
• Deals & Discounts through Tesco including Tesco Mobile & Tesco Bank
• Deals and Discounts through many other external businesses
• Subsidised Canteens
• Subsidised on-site Nuffield Health Gym

Our vision here at Tesco is to become every customer's favourite way to shop, whether they are at home, out shopping, on the move, anywhere in the world.

We want our customers to be inspired and whatever they are looking for, we’re finding bigger and better ways to provide it.

Everything is underpinned by our continuous drive for the best tools and technology to deliver our vision. We’re driving innovation and transforming our Technology to become the world’s leading retailer.

We need people who share our ambition to deliver for our customers; Passionate and confident people willing to take the initiative and drive us forwards. In return we offer excitement, a great team, an excellent benefit package, and significant career development opportunities.

Joining us means playing a part in defining; building and launching an ambitious roadmap of digital products that could affect the lives of millions of people over the years to come.

If that sounds exciting then we'd love to hear from you.

The position will be based at our Campus in Welwyn Garden City.