JOB DESCRIPTION:
Provide training to end users on a variety of software applications, but focussing on the Group’s In-house Software. Assist help desk team with software queries.
Main Duties:
· At least 1 year of previous experience in providing training/ teaching.
· Excellent written and spoken English
· The ideal candidate will have a good understanding of accounting and/or finance general principles and procedures.
· Must be willing to travel outside of South Africa for extended periods.
· Design course materials and other documents such as handouts, manuals and exercises.
· Prepare the learning environment and resources, including setting up IT equipment.
· Deliver training programmes to clients either in a group classroom setting, online or on a one-to-one basis. For on-site training, the candidate will be often required to travel overseas (up to 3 weeks at a time).
· Evaluate the effectiveness of the training and course outcomes.
· Prepare post course report for Management.
· Keeping up to date with relevant systems, software and online training technology.
· Other duties as assigned by the IT Manager.
Other Duties:
· Respond to queries in person and via telephone, email or Skype.
· Log queries on company help desk ticket system.
· Determine source of problem.
· Resolve problem in person, via remote methods or by advising staff on appropriate actions in a timely manner.
· Escalation of issues to the appropriate channel.
· Document resolutions for future reference.
· Provide on-the-job training to new department staff members.
· Learn fundamental operations of commonly used software, hardware, and other equipment.
Responsibilities:
· Take ownership of assigned projects and deadlines.
· Document external delays which hinder adherence to time schedule.
· Report project progress to all stakeholders on a regular basis.
· Be presentable in appearance and attitude whilst representing the group.
· Take ownership of assigned problems and resolve or escalate appropriately, in a timely manner. Ownership is from allocation to closure.
· Manage allocated tickets to ensure regular updates are gathered, logged and the user involved informed.
