Virtual Delivery Coordinator – Learning Team – UK&I People Consulting
Location: Anywhere in UK – Hybrid/Remote
The opportunity
Powered by technology, EY Lane4 puts humans at the centre of business transformation. EY Lane4 takes people beyond performance, giving them the skills and mindset to achieve things they never thought were possible.
Our people bring a wealth of experience from performing at the highest level from elite sport, the military, the arts and business. We believe that everyone deserves access to world-class learning and development. Our global reach, digital learning solutions and innovative service delivery allows for consistent development across multiple levels of the organisation.
We are looking for a Coordinator to support the smooth running of virtual classrooms for clients and internal meetings.
Your Key Responsibilities
1. Attempt to resolve tech issues via best knowledge, team-generated resources
2. Follow the team’s Best-Practice guidance for technical problem solving if beyond scope of knowledge
3. Suggest alternative approach if needed
4. Give advice/guidance to facilitators/delegates if issue is not easy to resolve and will impact capacity to run/join session.
5. Determine if issue is User Fault, User System, Client System, or Platform Error. Examples are:
1. User Fault – Delegate unsure of how to unmute microphone
2. User System – Webinar platform crashed on delegate machine, which needs rebooting
3. Client System – Client’s IT settings have blocked a website which is needed for an activity
4. Platform Error – Webinar Platform hasn’t triggered cloud recording
6. Make note of repeated User System issues, or any suspected Client System issues or Platform errors, and feed back to rest of team
1. This is to help track any trends in issues to mitigate for specific client delivery, wider platform issues, or notice User issues that would benefit from guide documentation.
7. Follow internal team KPI’s, e.g., setup sessions 30mins before start, send recordings back to client teams within 7 days etc.
8. Keep up to date with new tech and technology
9. Report any issues from the sessions within 24 hours to the client team/internal stakeholders
10. Make sure the facilitators are looked after during and after the sessions
Skills And Attributes For Success
1. Project management
2. Organisational skills
3. Attention to detail
4. Effective time management and workload prioritisation
5. Strong critical thinking and problem-solving abilities, offering practical support to key stakeholders
6. Commercial acumen
7. Strong interpersonal skills
8. Strong verbal and written communication skills
9. Ability to remain calm under pressure
10. Passion for delivering exceptional client service
To qualify for the role you must have
1. Ideally a background in IT support
What Working At EY Offers
We offer a competitive remuneration package where you’ll be rewarded for your individual and team performance. Our comprehensive Total Rewards package includes support for flexible working and career development, and with FlexEY you can select benefits that suit your needs, covering holidays, health and well-being, insurance, savings and a wide range of discounts, offers and promotions.
1. Support, coaching and feedback from some of the most engaging colleagues around
2. Opportunities to develop new skills and progress your career
3. The freedom and flexibility to handle your role in a way that’s right for you
About EY
As a global leader in assurance, tax, transaction and advisory services, we’re using the finance products, expertise and systems we’ve developed to build a better working world. That starts with a culture that believes in giving you the training, opportunities and creative freedom to make things better.
Whenever you join, however long you stay, the exceptional EY experience lasts a lifetime. And with a commitment to hiring and developing the most passionate people, we’ll make our ambition to be the best employer by 2020 a reality.
If you can confidently demonstrate that you meet the criteria above, please contact us as soon as possible.
Join us in building a better working world.
Apply now.
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