Training & Support Consultant

Posted 4 April by Newstaff Employment Services Ltd Easy Apply

Newstaff Employment Services are looking to recruit a Training &Support Consultant on behalf of their client based in Hemel Hempstead. This is training primarily and client 1st line support second, ideally with experience in retail or stock software. The key emphasis on the role is the training element- they require someone passionate about delivering training and able to be a consultant to their clients.

This is a team role within the Support Help Desk team. This team provides support, guidance and training to clients, required to fulfill the Company’s contracted obligations

  • within Sales, Solution support and Maintenance agreement during implementation deliveries and software updates

The role requires the candidate to have:

  • good standard of education, good listening skills with 2+ years in a Training and Help Desk role, ideally with both hardware and software

  • excellent accurate keyboard skills and good knowledge of prime MS Office applications

  • knowledge and use of a centralised support desk application, ideally RICHMOND

  • ability to be a good clear, concise, communicator (written, verbal, presentation)

  • attention to detail with ability to plan, document and keep to timescales

  • embrace change and quickly adapt, should the need arise

KPI’s in place

  • Respect the position and be respected within the business as a whole

  • Be valued by and work closely with other Support Help Desk team members

  • Have all agreed projects complete by the agreed due dates

  • Support and participate in the prescribed Support Help Desk processes

  • Deliver high quality training sessions on company site and client sites

  • Ensure all call activities are logged clearly and in full in the Company’s Support Desk logging system, realising the impact to others when recording is not complete or accurate

  • Proactively look for efficiencies within the Help Desk team’s ways of working and offer them during team meetings for implementation

    Voluntarily keep up to date with current client software and technologies

    The role involves to answer support calls, resolve any issues to the best of your ability, escalating to a senior team member or the Support Help Desk Manager immediately, if you are unable to resolve an issue

    • log all support calls ensuring you accurately record issues in the company’s support desk logging system, currently RICHMOND

    • Detail your solution to the issue and precisely note any recommendations or advice given

    • Escalate to a more senior team member or the Support Help Desk Manager immediately, if you are unable to resolve an issue and accurately record your time spent on any incident.

    • Monitor ongoing and reoccurring issues reporting them to the Support Help Desk Manager immediately

    • Test new software prior to deployment, as required and keep user documentation up to date

    • Training Consultant

      Your prime responsibilities are to liaise with the client to ensure all relevant information is captured and all requirements are met over the installation and training phase

    • test and configure systems prior to installation and report any deficiencies to your line manage and to provide training notes or other such required documentation

    • install systems on site & deliver standard training on required modules ensuring the system is working to expectation and to provide training on the Company’s products to the best of your ability and at a level to which the trainees can both understand and benefit

    • resolve any queries or issues to the best of your ability, escalating to the Project Manager or PMO immediately, if you are unable to resolve an issue

    • create bespoke training documentation as requested by the PMO and be prepared to travel within the UK, Ireland and Channel Isles as required by the business

    • update client documentation

    • report re-chargeable expenses under the sale agreement to PMO

    • Team membership

    • actively participate in team meetings and plan your time to be able to attend regular meetings held by your line manager

    • when required, coach and mentor other team members and think creatively, share skills and expertise and help in all areas of support desk duties including packing and unpacking equipment

    • learn, understand and keep up to date with Company handbook, policies and procedures

      When considered necessary by Management you may be required to carry out such other duties within your skill set and areas of competence

      A company car allowance will be available upon being fully trained and able to deliver training on your own.

  • Reference: 34827575

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