Trainer

Brief Job Description Primary Purpose

The EUCD Subject Matter Expert / Trainer is responsible for creating and maintaining training documents to support desktop engineers on EUCD process and operations to help the team ensure efficient and effective delivery of desktop support services to end-users. They provide technical guidance, conduct trainings and work with the teams to, drives process improvements, and communicates effectively with stakeholders. Their expertise in desktop support, communication and leadership skills contribute to the team's success in delivering high-quality service and optimizing desktop support operations.

You will also be the "go-to" person in the team for a specific product, application or domain.

Responsibilities

• Develop and maintain desktop SOPs, Training material and documentation.

• Plan, coordinate, and prioritize training activities to ensure timely and effective trainings to desktop support requests and incidents.

• Serve as the primary point of contact for escalated technical issues and complex problem resolution.

• Collaborate with other IT teams and stakeholders to ensure seamless integration and alignment of desktop support services with overall IT strategies and initiatives.

• Monitor and report on outcomes of the trainings provided to the team, and improve existing or create new materials to improve operations.

• Provide expertise to Center of Excellence team to build the required tools to improve team operation and project KPIs

• Stay up to date with industry trends, emerging technologies, and best practices in desktop support and service management.

Requirements

• Diploma graduate with 5 years experience in desktop support

• Min 5 years experience in Microsoft Windows 10 and Microsoft Office 365

• Clear Spoken & Written English.

• possess at least one (1) of the following certifications or their equivalent:

o Microsoft 365 Certified: Modern Desktop Administrator Associate

o Microsoft Certified: Azure Administrator Associate; and

o Microsoft Certified: Azure Security Engineer Associate.

• Previous IT helpdesk and/or call centre support experience, including providing remote support via the telephone or using remote tool will be added advantages

• Demonstrate knowledge in the support of workstations, and related components

• Good verbal and written communication skills

• Good coordination skills

• Ability to prioritize effectively and work with a sense of urgency

• Effectively communicates with teammates and managers