GP Strategies Modern Apprenticeships

Producer

• Provide technical coordination and support before and during virtual classroom sessions
• Manage interactive tools such as whiteboards, breakout rooms, and polls
• Answer learner questions, create and distribute links, troubleshoot issues, and take attendance

Part-Time Virtual Training Producer, WebEx, MS Teams Experience Required

IT Support

• Monitor and manage incoming helpdesk tickets via email.
• Data entry to include updating ticket statuses, time entries and activity notes.
• Assess and categorize support requests based on urgency and subject matter.
• Assign tickets to appropriate consultants based on client needs.
• Communicate clearly with clients to confirm receipt of tickets and provide updates as needed.
• Track ticket progress to ensure timely resolution.
• Escalate issues when necessary and ensure proper documentation of all interactions.
• Capable of wearing multiple hats simultaneously.
• Ability to collaborate with consultants, external partners, and clients.
• Maintain accurate records and contribute to helpdesk reporting and metrics.

Helpdesk Coordinator, Zendesk

• Provide technical coordination and support before and during the virtual classroom session
• Operate the virtual classroom technical platform to deliver classes according to various delivery methods
• Monitor up to 3 sessions at the same time and be prepared to join multiple sessions simultaneously
• Perform auxiliary duties after training: train additional virtual classroom Producers and instructors, scheduling, loading software, process documentation, and other administrative tasks
• Communicate routine updates via the team chat space and maintain extreme responsiveness to stakeholders
• Engage in constant job role learning and improvement

Part-Time Virtual Training Producer, WebEx, MS Teams Experience Required

Helpdesk Coordinator, Zendesk

Virtual Training Producer – WebEx, Zoom, Microsoft Teams