IT Trainer

Role Purpose

Key Responsibilities

• Deliver engaging in-person and virtual training sessions on IT systems, applications, and tools.
• Provide onboarding training for new users on core systems.
• Conduct role-based training for staff, faculty, and students.
• Offer refresher sessions and drop-in clinics to resolve user challenges.
  

• Develop user-friendly training materials including:
• User guides
• Quick reference sheets
• Video tutorials
• E-learning modules
• Step-by-step process documentation
• Tailor content for different user groups and skill levels.
  

• Collaborate with IT teams to understand new features, enhancements, and workflows in systems such as:
• Student Management Systems
• LMS (e.g., Moodle, Canvas)
• CRM tools (e.g., Zoho, Salesforce)
• Service Desk Platforms (e.g., JIRA, Freshservice)
• Microsoft 365 / Azure
• Support change management during system rollouts.
  

• Assess capability gaps through surveys, interviews, and observation.
• Analyse recurring incidents & helpdesk tickets to identify training improvement opportunities.
• Recommend targeted learning paths for users.
  

• Evaluate training effectiveness using feedback, assessments, and performance metrics.
• Update training materials based on system changes and user feedback.
• Maintain training records and report participation and outcomes.
  

Skills & Competencies

• Strong proficiency in common IT systems (Microsoft 365, LMS, CRM, ERP, service desk tools).
• Ability to quickly learn new technologies and translate them into simple training content.
• Experience creating multimedia content (video, interactive learning modules).
  

• Excellent presentation, communication, and classroom management skills.
• Ability to simplify technical concepts for non-technical users.
• Strong instructional design capabilities (ADDIE, Bloom’s Taxonomy, adult learning principles).
  

• Empathy, patience, and strong customer service orientation.
• Creativity in designing engaging learning experiences.
• Strong organisational and project coordination abilities.
  

Qualifications

• Bachelor’s degree in IT, Education, or a related field (or equivalent experience).
• Certifications in training or instructional design (e.g., CompTIA CTT+, CIPD L&D, Train-the-Trainer) – preferred.
• Experience delivering training in a corporate, education, or technical environment.
  

Experience

• 2–5+ years of experience as an IT Trainer, Systems Trainer, or IT Support Analyst with training duties.
• Experience in designing training programs for new system implementations or digital transformation projects.
• (Optional) Experience in higher education or EdTech environments.
  

Key Performance Indicators (KPIs)

• User adoption rate of new systems.
• Reduced helpdesk tickets related to system usage.
• Training completion rates.
• Learner satisfaction feedback scores.
• Quality and clarity of training content produced.