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IT - OTHER

Technology Training and Service Desk Analyst

Temporary
VIC, Other
Posted on 09.04.2017


The Training and Support Analyst will work closely with the training team to provide administrative support to implementation of a range of IT system training solutions for new staff members. The training solutions provided will consist of; eLearning modules, supporting courseware such as training manuals/user guides, system demonstrations to user groups and face to face classroom train the trainer sessions for local Trainers.

The Training and Support Analyst will coordinate all aspects of provision of user access for new staff, including actioning service requests according to defined procedures.

The Training and Support Analyst will provide the following:


    • A central liaison point for communication between project teams and the Training and Service Desk teams.

    • Manage administration of the provision of training and IT support services to the Ravenhall project.

    • Coordination, management and actioning service requests for the provision of user access to CV IT systems.

    • Under direction from the training team, develop new and distribute existing training courseware (such as user manuals, guides, eLearns, flyers).

    • Participate in the development, review, pilot and approval of processes for the ongoing provision of training and desktop services support.

    • Maintenance of electronic service management and training record keeping systems.

    • Reporting on progress of service request activities to end-users, project team and management team.

    • A proactive channel for customers to request and receive information relating to support services.

    • Assurance that service requests are properly coordinated between customer needs and suppliers / vendors timelines.

    • Contribute to procedures and documentation for first and second level support of infrastructure and applications.

    • The Training and Support Analyst must have:

    • a highly organised, detail oriented approach, commitment to continuous improvement, openness to new ideas and creative approaches to problem solving

    • strong ability to establish, develop and maintain effective stakeholder relationships

    • ability to engage with operational and technical staff and other stakeholders to source information and insight required to produce deliverables.



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