IT Trainer

Job description / Role

This role consists of:
• Educating all members of the practice on existing and future IT technology, from running induction training for new joiners to providing in-department Learning Needs Analysis and training support, including personal training visits
• Develop and implement a training programme for the the firms' Middle East offices working closely with the local IT Manager and the EME Training Manager
• When not delivering training, handling requests and providing operational first and second line IT support to all customers within the Middle East offices.

Training:
• Deliver robust and up-to-date training for all new joiners in 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 firm locations may be necessary. The main training audience is the Middle East, however remote training may also be required on the EME (Europe and Middle East) level, together with other trainers from the EME training team
• Provide in-department support, working with other IT teams and business users to improve staff knowledge and use of existing technologies, particularly Microsoft applications. 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, personal training visits, 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 incidents recorded in
• support of the overall goals of the IT Support Department
• Keeping the Global Training Management System (GTMS) up-to-date with IT training records
• Training room preparation and maintenance
• Work closely together with the other trainers in the EME training team
• Responsible for delivering regular onsite and remote training for new joiners and regular customers for Dubai, Abu Dhabi, Doha, Istanbul. Also some remote training for
• customers within Europe and Middle East
• Updating and maintaining documentation, such as user manuals and hand-outs

Service Desk:
• Handling support calls in second line (including overflow from first line) in a professional manner. Ensure that customer requests are properly logged, assigned, analysed, 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 Manager in line with the firms' processes
• Analyse incident tickets with the IT Manager
• Flexibility with hours and holidays is required in order to fully support the team and to ensure the effective running of the operation

Salary:
AED 18,000 to 22,000 per month inclusive of fixed allowances.

Requirements

Technical skills:
• 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 as soon as possible
• Good understanding of Document Management Systems such as iManage and Time Recording software (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: Cisco Video Conferencing systems, iPhone, WebEx,
• Jabber, Digital Dictation, Citrix/Remote Working and Telephones

Generic skills:
• Excellent educational skills. Educational degree highly recommended
• Excellent knowledge of English. Arabic skills will be an advantage
• Excellent troubleshooting and diagnostic skills
• Able to work as a well-integrated team member within both the local office, and also as part of an international team
• Understanding of ITIL principles such as Incident management
• Willingness and ability to work on own initiative and see tasks through to completion.
• Ability to take on personal administration and planning for projects and training courses
• Must be strongly customer-focused with a proactive, flexible and patient attitude
• Good understanding of different legal and support departments preferable
• Experience of training in a classroom environment is essential but should also be equally comfortable presenting to larger audiences, locally and remotely, or on a one-to-one basis
• Must be able to work under pressure and to tight deadlines
• Willingness to combine training and support roles, with major focus on training delivery, but always aiming for excellence in both roles
• Must have excellent written and verbal communication skills
• Must be prepared to work with other members of the team in developing and delivering custom built training programmes for departments
• Willingness to develop skills in new learning methodologies
• Pro-active and innovative mind-set

About the Company

Headway has a proactive approach to recruitment and the methodology we employ ensures we take the time to understand the needs of both clients and candidates to guarantee the right fit.

We aim to create open, consultative partnerships with our Clients and Candidates whilst maintaining an honest and professional approach at all times.

As a team we are ethical yet innovative; focused yet flexible; realistic yet enterprising. We believe in earning our success by working with you to create yours.