Careers: Training and support
By the time the training of users begins there should be two categories of documentation ready, the procedures manuals which documents the ongoing operation of the system and the training manual.
The training manual provides cross-references and is a guide to the use of the procedures manual. The procedures manual, in turn, is structured so that people who need guidance on the job can look up specific information to help them.
These manuals are the result of users and analysts working together and involve preparing the training material and conducting training programs.
Training users as to how to use the new system can present some tense situations where the user may feel threatened by change or the technology. One of the challenges lies in putting people at ease and calls upon all the trainers communications skills and intuition as well as an in-depth knowledge of the new system which is gained from working closely with the analyst and the users throughout the entire development phase.
The position involves working as part of the IT team and you would expect to manage the interface between information services and end-users ensuring effective delivery of service by the team. You would act as the central point of contact for technology related enquiries, and provide computer training to both internal and external users.
Strong Help Desk management and team leadership skills are a prerequisite for this niche job where there should be many opportunities for more training. As always excellent communication and people skills are paramount.
Updated: 11 December 2012