Helpdesk Coordinator for our Technical Training Bookings Team

Experienced IT Helpdesk Coordinator for our Technical Training Team  Fulltime, permanent role, based at our HQ in Slough

QA is the leading learning services provider in the UK.  Following five years of dynamic growth and innovation our company transforms the performance of leading UK organisations in both the private and public sector through a range of learning programmes designed to provide measurable impact.

Based at our Slough HQ, you will be responsibleforthe planning of our technical training  course schedules andtechnical instructor utilisation. You will proactively interact with our sales teams to fulfil all technical training requirements and to ensure effective use of QA’s Instructors and Training Centres.   

Main Accountabilities/Responsibilities                                      

• Managing all Internal Instructor schedules - being responsible for the diary management and development of 70 technical Instructors (QA has 200 Instructors in total over 25 sites) as well as 60 freelance Instructors.
• Allocating preparation time for Instructors and maintaining their records.
• Responsible for ensuring adequate cover is provided for Instructor sickness and holiday requests.
• Managing new Instructor inductions. This involves "buddying" them up with experienced Instructors, arranging for them to sit in on relevant courses and organising team teaches.
• To maintain a good working relationship with the scheduling team and all other departments.
• Maintaining in house system with up to date information i.e. courses codes.
• Produce weekly scheduling reports to monitor all centres; Public, Closed and On Site Courses.  
• Negotiate prices with associate companies and freelance Instructors to gain the best possible rate while proactively monitoring all costs to QA and raising relevant purchase orders.
• Monitors fill rates and revenue for all courses in order to maximise these, add extra dates as and when required.
• Identify gaps in Instructor skill sets by using QA’s skills matrix and put forward business cases to employ additional resource.
• Monitor low/high fill courses and cancel low fill courses, notifying all Account Managers and their Customer Service Representative.
• Ensuring all courses is scheduled correctly.
• Dealing with internal and external telephone and email requirements, including enquiries from sales people.
• Provide support to other scheduling areas when required.

Skills & Experience Required

• Technical background i.e. helpdesk experience or technical recruitment background desirable.
• Experience of working in a busy office environment is essential.
• Good people management skills are essential and experience of team management would be beneficial.
• Logical thinker who is willing to own and solve problems with the determination to find solutions.
• Confident and outgoing.
• Extremely pro-active.
• Clear communication is a must as you will be taking enquiries from over 170 sales people.
• Must have excellent organisational and planning skills with the ability to prioritise workloads, work methodically, accurately and effectively under pressure while maintaining a positive attitude.
• Flexible and adaptable to change.
• Must be able to remain calm at all times.
• Thorough and detailed orientated.
• Listens to and follows instructions to the highest level of accuracy.
• Unafraid to ask questions.

You will enjoy working within a fast paced environment, possess entrepreneurial spirit, a determined and confident character with of course, a professional and productive approach. 

In return, we offer a competitive salary with the opportunity to progress within our exciting and rapidly growing company.