MS Word Trainer / Helpdesk Support at ManpowerGroup South Africa

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