Aims and purpose of the job
To provide end user training to David Allen IT clients covering Microsoft applications and new software.
To prepare internal training documents for the team as well as short from training content for use across the firm’s social media platforms.
Duties to include:
Client Training
1. To provide clients with Microsoft training in person or virtually as required.
2. To provide clients with relevant software training following the completion and implementation of commissioned projects. To deliver this training either in person or virtually as required.
3. To provide end user induction training for clients who add new users to the service.
Internal Training
4. To prepare internal training documents for the team about new products, tools, and topics as defined by the management team.
Business Development
5. To prepare short training videos to upload to the firm’s social media platforms to promote knowledge sharing and experience.
General
6. To deliver technical work internally and externally using DAIT tooling remotely or onsite in line with the requirements of the scope of work which you are delivering.
7. To accurately record your work in the company PSA system in real time, with appropriate working notes and accounting of your day, each day, using service tickets, activities and charge codes. Time to be submitted weekly.
8. To accurately record technical and process documentation in the DAIT documentation platform internally and for clients.
9. To take full ownership, manage, progress, update and prioritise all work assigned to you in the company PSA system across activities, tickets and projects including scheduling your work internally and with clients as required.
10. To deal with all internal and external communications in a timely manner and ensure they are of a high professional standard.
11. To accurately follow the standard operating procedures of the business.
12. To identify and recommend process and procedure improvements within your team.
13. To engage in continual learning and development to enhance your professional technical knowledge and relevant skills.
14. To undertake any other duties commensurate with the grade as appropriate.
Central Duties
15. To represent the business when required to ensure positive links, relations and networks.
16. To show a commitment to equality, diversity and inclusion (EDI).
17. To undertake personal development necessary to ensure effective performance in the role.
18. To participate in relevant and appropriate training and development as required.
19. To demonstrate the David Allen values of ambition, professionalism, knowledge, integrity, and respect in the work you do and during your appointment.
Education / Qualifications
GCSE Maths and English grades 4 – 9 (A* - C) or equivalent
Microsoft certified qualifications relevant to Microsoft 365 (e.g. MS-900, MO-100/MO-201) or a recognised training/facilitation qualification (e.g. AET/PTLLS)
Skills/ Knowledge/ Experience
Experience delivering IT or software end user training, both in person and remotely, to a range of audiences and abilities.
Strong working knowledge of Microsoft Office and Microsoft 365 applications (Outlook, Word, Excel, PowerPoint, Teams) to a level sufficient to train and support end users.
Confident delivering Microsoft Copilot training to end users.
Confident delivering cyber security awareness training to end users.
Ability to design, prepare, and adapt clear and engaging training materials, guides, and documentation for different audiences and skill levels.
Excellent presentation, facilitation, and communication skills, with the ability to explain technical topics to a non-technical audience.
Excellent time management, organisational, and prioritisation skills to plan and deliver training schedule across multiple clients.
Ability to work accurately and in line with established processes, with consistent care and attention to detail.
Motivated to improve knowledge and understanding of new technologies and Microsoft product updates.
Confident using screen recording/video editing tools to produce short training content for internal use and social media.
Experience delivering training within a Managed Service Provider (MSP) or IT consultancy environment.
Knowledge and experience of Microsoft Entra ID, Intune, and Purview sufficient to support related end user training.
Experience using a Professional Services Automation (PSA) system to log time, tickets, and documentation.
Ability to work under own initiative with integrity to seek instruction or guidance when appropriate.
Personal Behaviours and Qualities
Ability to operate effectively, both individually and as a team member.
Confident, personable, and professional manner when engaging with clients of varying technical ability.
Ability to demonstrate behaviours and expectations consistent with the David Allen values of ambition, professionalism, knowledge, integrity, and respect.
General
Ability to travel between offices and to undertake client visits if required.
Flexible approach to working hours to accommodate client training schedules.
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