The role will take responsibility for the creation and management of IT Training’s web based materials, whether this be e-learning materials, those presented through the Learning Management System (LMS) or any other mechanisms used by the firm.
The role will also deliver IT Training on a 1:1, clinic or group basis on Microsoft Office 2003/2010, Windows XP, Interwoven Document Management System and other Freshfields bespoke systems, to all levels of staff throughout the firm.
Deliver instructor led training, clinics, floor-walk; deal with support calls. Develop and provide training documentation, online or otherwise, to ensure quality delivery.
Monitor and provide cover for a 'How Do I" support queue, taking action on calls between the hours of 09:00 – 17:00.
Work as part of a team to deliver targeted projects such as IT Training programmes or rollouts of new systems and products, both in the London office and internationally as may be needed. Additionally to work on the same projects for selected Freshfields clients in a highly professional manner.
Maintain levels of skill and develop new ones to maintain high standard of quality expected for training, support, floor-walking and project work.
Maintain and update data held on training delivery and all other systems ensuring monitoring and reporting can be completed efficiently.
The key responsibilities of the role are to deliver quality training to the firms requirements providing our customers with the skills necessary to perform their role.
Other responsibilities of the role are as follows:
- Maintain skills to be able to continue delivering these courses and learn new ones as system improvements and new software dictate
- Provide knowledge and skill across new programs and projects from outside of the IT Training team as previously agreed with the IT Training Manager, and track effort as instructed
- Actively maintain knowledge of new developments within IT Training delivery and information delivery, making suggestions for possible adoption
- Ensure calls are dealt with by correct severity level allocated and correct categorization to meet SLT’s and KPIs and as documented in Terms of engagement.
- Maintain all data relating to training and service provided, including project time estimates and actual statistics
- Actively contribute ideas for service improvement including new courses, client initiatives, innovations using the latest technologies and continuous improvement of documented processes
- Create and maintain online documentation, or other media, to support courses delivered and/or to promote self-sufficiency, and support improvement and best practice programs and projects
- Provides reporting to management on web-based training progression, completion and usage.
- Deliver high quality training courses, clinics, floorwalking, and support call response across the London office, supporting other offices across the network as need dictates
- Ensure Training work areas and Training rooms and equipment around the Freshfields estate are maintained and kept in a tidy well organized or good working condition
- Maintain a high level of flexibility and agility to accommodate new developments within the service provision, technology and the trainer's role.
Educated to degree level or with equivalent industry experience as follows:
- Proven track record in training development, and delivery in a large environment
- Fluent conversational and written English (Other language proficiency is beneficial – German, French, Spanish, Italian, etc.)
- Good understanding of the IT functions and their interaction
- Demonstrable understanding of key Service Management concepts (ITIL foundation certificate desirable)
- Ability to communicate key process and technical aspects of role, and impact on wider function at all levels (analyst, customer, Senior Management)
- Flexible in approach and delivery, with ability to translate business requirements through to successful implementation with demonstrable measurable results
- Proven track record in developing original and innovative technical and related process training programs, workshops and demonstrations; experience developing instructor-led training materials and self-paced learning content.
- Experience working with e-learning and blended learning programs, web-based training development, and asynchronous learning content.
Experience in a customer focused IT training environment providing (but not limited to):
- Microsoft Office 2003 and 2010 – Outlook, Word, Excel, PowerPoint – all to an advanced level
- Document Management Systems – especially Interwoven 8.2 – 8.5
- Windows XP
- Time Tracking Software – e.g. CD Tracker
- ChangePro (or similar document comparison software such as Deltaview)
- Blackberry
- Remote connectivity using RSA tokens
- Visio 2003
- Project 2003 and up would be desirable
- Wiki (Confluence), would be desirable
- Adobe Captivate, Articulate and other authoring tools
- Familiarity with SAP LMS would be desirable
Essential
- Able to demonstrate experience of providing customer service in an IT Training environment
- Excellent time management skills
- Excellent communication skills with an ability to flex tone to suit audience
- Ability to work autonomously and take initiative to resolve issues
- Experience of multi-tasking, prioritizing and delivering in a highly pressured environment
- Established track record of knowledge sharing
- Highly organised, methodical approach
- Excellent "can do" attitude
- Ability to understand and work with new innovations and technology
- Ability to anticipate, expect and accommodate change relating to service and role alike
- Personable and flexible approach to different people
- High level of attention to detail in both presentation and written work
- Ability to produce technology rich training and support materials in an innovative way
Desirable
- Experience working to rollout Office 2010/Interwoven 8.5 within a multinational environment
- Experience working in a Legal, Accountancy, or other Partnership based environment
- Experience of working within a blended learning environment
- Experience of providing support and training on mobile devices such as smart phones and tablet devices
Freshfields is an equal opportunities employer and all applications received by the firm will be considered by the firm on the basis of their merit alone and we welcome applications from all suitably qualified individuals regardless of background. All offers of employment will be conditional on the candidate having/securing the right to work in the UK and providing the firm with evidence of that right (as required by the Immigration, Asylum and Nationality Act 2006) prior to employment commencing. Please note that, in line with the requirements of the UK Border Agency, non-EEA candidates may not be appointed to a post if a suitably qualified, experienced and skilled EEA candidate can fill the position.
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