IT Trainer & Business Process Support Specialist

Job Title: IT Trainer & Business Process Support Specialist

Reports To: Head of IT

Location: London Hybrid working (office and remote)

About Us:

We are an international executive recruitment business operating across multiple sectors and geographies. We leverage the Microsoft 365 cloud platform and Dynamics 365 CRM to deliver exceptional service to our clients and candidates. We are committed to digital enablement and continuous improvement of our IT systems and business processes.

Role Purpose:

This dual-role position combines training, user support, and project engagement. You will be responsible for designing and delivering IT and business process training, providing 1st/2nd line IT and business application support, and contributing to the successful rollout and adoption of IT/business improvement projects.

You will play a key role in ensuring our teams fully understand and utilise our Microsoft 365 tools, Dynamics 365 CRM and other core business systems to drive productivity and operational excellence.

Key Responsibilities:

Training-

• Design, develop, and deliver engaging IT training sessions for staff at all levels, covering Microsoft 365 (Teams, Outlook, SharePoint, OneDrive, etc.), Dynamics 365 CRM/Mercury XRM, and other relevant applications.

• Develop and maintain training materials, user guides, quick reference guides, and video tutorials.

• Deliver new starter IT inductions and refreshers for existing staff.

• Identify training needs through user feedback, system usage data, and liaison with managers.

• Promote best practices for using IT tools and business systems.

Support-

• Provide 1st/2nd line IT support for Microsoft 365, Dynamics 365 CRM, and core business applications.

• Act as a first point of contact for business process queries and system usage issues.

• Troubleshoot and resolve technical and user-related issues promptly.

• Escalate complex technical issues to appropriate internal or external support teams as needed.

• Maintain accurate records of support requests, resolutions, and recurring issues.

Projects & Continuous Improvement-

• Support the planning, rollout, and adoption of IT and business change projects.

• Contribute to user acceptance testing, documentation, and user training for new systems or enhancements.

• Liaise with stakeholders to capture feedback and identify opportunities to streamline processes.

• Assist with system configuration and data updates as required.

• Champion the adoption of new technologies and processes across the business.

Key Requirements:

Essential-

• Proven experience delivering IT training in a business environment.

• Strong working knowledge of Microsoft 365 (Teams, Outlook, SharePoint, OneDrive, Power Automate, etc.)

• Good understanding of CRM systems, ideally Microsoft Dynamics 365 or Mercury XRM.

• Experience providing user support and troubleshooting IT/business application issues.

• Ability to translate complex technical information into simple, user-friendly training.

• Excellent communication and interpersonal skills.

• Strong organisational skills and ability to manage multiple tasks simultaneously.

• Flexible and proactive approach with a willingness to learn and adapt.

• Strong problem-solving skills and attention to detail.

Desirable-

• Experience working in a professional services or recruitment environment.

• Knowledge of basic system administration or configuration in Dynamics 365.

• Familiarity with process mapping and documentation tools.

• Understanding of information security and data privacy best practices.

What We Offer:

• A collaborative, supportive working environment.

• Opportunities to get involved in impactful projects that shape the way we work.

• Professional development and training.

• Competitive salary and benefits.