IT Trainer

Job description / Role

Training:
- Deliver robust and up-to-date training for all new joiners to the practice
- Assist in the delivery of all new or improved technologies introduced to the practice
- Work as part of a team to ensure that knowledge is up-to-date, some training in other office locations may be necessary
- Provide in-department support, working with other IT teams and business users to improve staff knowledge and use of existing technologies, particularly Microsoft applications. May be required to spend a period of time based in a department
- Sharing knowledge with other team members and applying knowledge to improvement of classroom training to ensure it is as relevant and realistic as possible
- Provide a creative and flexible approach to learning, using a variety of services including, but not limited to, floor walking, drop-in sessions, workshops, clinics, remote training and email support
- Responsible for representation within departments to gather training needs analysis and to build customised deliverable programmes of training
- Development of training programmes for IT Support teams, focusing on improving knowledge of documents and developing effective problem-solving skills
- Entrepreneurial attitude towards generating training opportunities
- Analysis of Service Desk calls and targeting training based on faults recorded in support of the overall goals of the IT Support Department
- Updating the Global Training Management System (GTMS) with training records
- Training room preparation and maintenance
- Updating and maintaining documentation

Service Desk:
- Ensure that requests are properly logged, assigned, tracked and responded to in a timely manner and according to agreed standards and procedures. Ensure customers and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimise delays
- Take responsibility for the resolution of incidents ensuring 1st and 2nd line resolution is achieved, within agreed SLAs
- Appropriate escalation of incidents and requests to the IT Support Team Leader in line with company processes
- To be flexible with hours in order to fully support the team and to ensure the effective running of the operation during out of hours periods as required

Requirements

- Professional training experience, preferably within a legal environment
- Advanced knowledge and experience in training all current core Microsoft products – Word, Excel, PowerPoint, Outlook, Visio
- MOS Certification highly recommended, or willingness to obtain full MOS Certification
- Good understanding of document management systems and time recording systems preferable – DOCS Open/Hummingbird and Carpe Diem
- Experience in writing training materials and designing courses in English
- Experience of designing intranet and web pages desirable
- Experience of e-learning
- Experience of office technologies: Blackberry, iPhone, Digital Dictaphone Recording, Citrix/Remote Working and Telephones

About the Company

Robert Walters is one of the world's largest specialist professional recruitment consultancies with 53 offices spanning 24 countries.

We've helped thousands of professionals find permanent, contract and interim roles with leading global corporations, small to medium sized companies and innovative start ups. Our specialist recruitment focus includes: accountancy and finance, banking, engineering, operations, legal, IT, sales, marketing, procurement & logistics, HR and support/administration.