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MS Word Trainer

1 month ago

Johannesburg, Gauteng, Saudi Arabia ManpowerGroup South Africa Full time

Responsibilities:
End-User Support

  • Handle user requests via the Helpdesk system, telephone and e-mail
  • Provide timely and professional assistance to end-users
  • Guide end-users through step-by-step solutions or provide clear instructions to help them resolve software issues

Problem Analysis and Solving

  • Ability to quickly assess and resolve issues during a user's phone call.
  • Analyse and gather information about software issues
  • Research and identify solutions to software issues
  • Test and replicate reported issues to verify their existence and determine the best course of action and resolution
  • Understand the importance of company templates and formatting processes

Transfer of knowledge

  • Transfer application knowledge effectively and timeously to end-users and team members

Training

  • On-boarding and training of end-users on iManage, inhouse styles and templates, Word, Excel, PowerPoint and Aderant Practice Management Software

General

  • Assist HR with operations staff skills audits
  • Provide guidance on best practices for software maintenance and updates

Communication end users and team members

  • Ask relevant questions
  • Communicate clearly and effectively with both technical and non-technical end-users, translating information into understandable terms
  • Keep end-user informed about the status of their reported issue/s and expected resolution times
  • Collaborate with the team to escalate complex issues that require further investigation
  • Good understanding of the business needs and the IT service delivery requirements
  • Follow company and IT procedures and security policies

Experience, Skills and qualifications:

  • Very good understanding of Office 365 products
  • Advanced MS Word skills – including templates, styles and macros
  • Excellent command of written and spoken English
  • Active Directory
  • User training experience MS Word, iManage
  • Minimum of 5 years experience on training/assisting with MS Word
  • iManage skills will be an advantage
  • Basic SQL skills will be an advantage

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