IT Trainer & Functional Support Analyst

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IT Trainer & Functional Support Analyst required to join our Global client who are leaders in the industry.

You will be working in the Heart of London, in state of the art luxurious offices overlooking London with an onsite gym, shops, restaurants and many more

Trainer & Functional Support Analyst is responsible for delivering quality and efficient functional support to all users in our clients London office. Support is provided via a number of channels such as classroom-based training, eLearning, floor walking and 1-2-1 desk-side visits

Key Responsibilities

Training

* Provide professional training services to our London users and deliver high quality training material which optimises the use of team time and resources.

* Develop eLearning courses and other online tools to provide short, self-help methods of supporting our users globally.

* Take the trends and best practice from the consumer market (YouTube videos etc) and bring them in to the corporate environment.

Floorwalking/Functional Support

* Increase the functional knowledge of our users through a mix of eLearning and written material, floorwalking and 1-2-1 desk-side visits.

* Own, resolve and escalate ServiceNow calls, working with other resolution teams when necessary. Where calls need to be escalated to another team, ensure that ownership has been transferred.

* Ensure that you continue to adapt to the ever changing face of technology, with users having services on many different hardware and software platforms.

Knowledge Management

* Maintain expert knowledge of our applications and their business use

* Ensure that all knowledge is documented within the Knowledge Base and disseminated to IT teams across the globe.

* Ensure that knowledge within the Knowledge Base is routinely reviewed and maintained.

Client Focus

* Maximise face-to-face contact with the user in any interaction, whilst being mindful of the fact that we are working with typically time-starved users.

* Provide a high degree of initiative and a willingness to accept ownership of tasks, keeping the client's interests at the forefront of all activity.

* Ensure that any issues are dealt with promptly and remediated appropriately

Skills and Qualifications

Qualifications

* Ideally applicants will have a training certification such as TPMA (LPI/IITT).

* ITIL Foundation or above preferable.

Experience and skills

* Extensive experience of performing an IT training/functional support role in a professional environment.

* Extensive experience of delivering IT functional support using a range of different channels, including classrooms, eLearning, written material, floorwalking and 1-2-1s.

* Extensive experience of designing and developing eLearning modules (preferably using Adobe Captivate).

* Extensive experience of delivering Microsoft Office and SharePoint related support/training.

* Extensive experience of consumerisation strategies and the range of BYOD related technologies that allow users to access business applications on personal devices.

* Extensive knowledge of Apple OSX and iOS, and Android.

* Highly professional individual who can thrive in a challenging and demanding working environment - the role holder will be a critical factor in helping users engage better with existing and new technology in an environment where the users are typically under high pressure.

* Strong relationships skills. Confidence in communicating at all levels in both Practice Areas and Business Services.

* Experience of interacting with global teams.

Benefits include Free Gym Membership, Pensions contribution scheme, Private Healthcare, Season ticket loans, Cycle to work Scheme, Dental Plans, Computer grants and many more

Due to the volume of applications received for positions it will not be possible to respond to all applications and only applicants who are considered suitable for interview will be contacted.

Proactive Appointments Limited operates as an employment agency and employment business and is an equal opportunities organisation.