IS Trainer & Support Analyst- Waterford, Ireland (Remote)

Title IS Trainer & Support Analyst- Waterford, Ireland (Remote)
Employment typeFull-time, Permanent
Job Summary:

A fantastic opportunity has arisen in RelateCare’s Enterprise Support team, as we are currently looking a candidate to fill an IS Trainer & Support Analyst position.

Information Services supports daily operations through partnered and direct support of business applications, end-user support, infrastructure maintenance, and innovation.

As a member of the Enterprise Support team, the IS Trainer & Support Analyst maintain and support business technologies. Successful candidates must possess and demonstrate sufficient technical and interpersonal communications skills to address an array of end-user support requests with minimum disruption to daily operations. As an intermediate level position, the candidate will be assigned self-management parameters as well as training/experience benchmarks tailored to the employee’s needs and interests as determined by the Enterprise Support Manager.

Responsibilities:

Documentation generation and control

  • Generate and assist with the upkeep of documentation within the IS Help desk
  • Assist with Standard Operating Procedures
  • IS Knowledge base creation and upkeep – create and maintain team and end-user technical skills through FAQ and guideline documentation
  • Process Improvement
  • Identify, Analyse, and improve SOP’s within the IS department
  • Undertake process and policy audits to ensure adherence and effectiveness
  • Make recommendation and provide inputs to the IS Management team on key areas
  • Analyse common trends within the IS Help-desk to help assist with content and to improve self-service within the company
  • Review opportunities to streamline processes within RelateCare using an innovative approach
  • On-boarding & IS Training
  • Design and implement an IS Training module for the on-boarding and continuous improvement of employees to improve technical skills and knowledge
  • Provide assistance to the IS and Training department on the on-boarding of new employees
  • Assist with the initial triage of technical issues during employee on-boarding process or additional training
  • Creation and modification of technical upskilling within the company for all employees
  • Assist with technical aspects of the on-boarding of new clients
  • Creation and continuous updating of content, as business needs.
  • IS Security & Support
  • Involvement within our compliance team where IS assistance and support is needed
  • Ensure all documentation is in line with industry standards
  • Provide ad hoc support to IS areas in the business when needed
  • Additional tasks as assigned by the Enterprise Support Manager and Director of Information
  • Services to include proactive maintenance, development, and project support
Requirements:

Recent or active engagement of continuing education with a focus on information technology (2-year degree or better)
(Alternative) Standards based technology certification
2+ years’ experience in working with or in a technical support role
Familiarity with operating within a contact center environment
Direct experience with at least one major IT manufacturer (Microsoft, Cisco, Avaya, Dell, etc.)

Desirable Skills:
  •  Proficiency in written and oral presentations
  • Awareness of troubleshooting and documentation methodology
  • Data gathering and analysis of various sources with ability to decipher pertinent from irrelevant information
  • Ability to participate collaboratively in various team environments LMS and KB experience
  • Emotional Intelligence with a focus on self-awareness and self-management
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