Job Description
This is a middle level position for this opening. To meet client’s complex desktop ecosystem demands in accordance to set standards that meet the global business objectives. This position should deliver IT training coordination in the programme. The candidate shall also carry out technical support activities.
Description:
REPORTING LINES:
The position reports directly to the Service Delivery Manager and is under general direction of the Head of IT .
BUDGET RESPONSIBILITY:
Assist on the development of specifications required to meet budgetary constraints.
KEY RESPONSIBILITIES:
Analyze user needs in the programme and come up with effective IT learning proposals. (User needs can be identified through incidences on
servicedesk, roll out of new IT solutions, performance reviews and user engagements)
Liaise with managers and interview employees at all levels to identify and assess IT training and development needs
Compile and present skill gap information.
Develop annual training Schedules for IT Training in the programme.
Develop IT Training curriculum in collaboration with subject matter experts.
Monitor and manage training logs, progress reports and feedback .
Coordinate with technical training providers to develop learning solutions that address identified skill gap areas.
Coordinate and facilitate IT E-Learning deliveries.
Facilitate Basic IT Training in the programme.
Provide IT Training reports and follow up continuous improvement schemes.
Develops knowledgebase for all IT Services.
Attend to incident, service requests and escalations from IT Support Technicians.
Participate in execution and support for all IT Projects .
Participate in change management processes in the environment.
Configure Server services, with direction from System Specialists.
Implement and support system security procedures in the environment Troubleshoot and diagnose user devices and implement solutions or liaise with specialists for problem resolution.
QUALIFICATIONS:
Degree in computer science / BSc in IT.
4 years’ experience supporting users in a 500+ networked busy environment, in a similar position.
Experience of coordinating IT Trainings in an organization of 500+ computer users is must.
Customer service and communications skills is mandatory.
The candidate to show evidence of being able to manage intermediate and advanced desktop configuration and troubleshooting capability.
Support experience of Windows 10, Office 365, Active Directory and cloud solutions.
Experience of supporting Mac OS users will be an added advantage.
DESIRABLE CRITERIA:
MCSE qualifications are required
Certification in IT Training coordination is desirable
