Training and Tech Support Officer

at  CLdN Cargo

CLdN is a leading provider of integrated quay-to-quay and door-to-door logistics solutions. Founded in 1929, CLdN ensures reliable, cost-effective transport that links the major economic areas of Europe. With 30 ships and more than 200 sailings a week, CLdN provides shortsea connections between the European continent, the United Kingdom, Ireland, Iberia and Scandinavia and offers the lowest CO2 footprint of all Western European RoRo operators. CLdN’s cargo and multimodal services have a Europe-wide reach using CLdN’s extensive network of ships, terminals and equipment. CLdN’s 3,000 employees ensure that it fulfills its mission: to excel as an integrated provider of maritime links.
To further support and implement our Automation and Digitalisation process, CLdN is looking for a dynamic Digital Workplace Training andTech Support. Within this dynamic and engaging position, you will play a key role in supporting and delivering the further implementation and onboarding of the CLdN’s digital workplace.

In close collaboration with the Digital Workplace Product Owner and the IT departments, you will be in charge of the following responsibilities:

• Develop and conduct onboarding sessions and training for the organisation, ensuring effective use of Office 365 tools as per CLdN DWP governance and guidelines.
• Develop comprehensive training programs to educate users on Office 365 tools, used in the organisation and best practices.
• Assist with user onboarding and provisioning activities, including account setup, license assignment, and access management within the Microsoft 365 environment.
• Follow up Performance Metrics by tracking key performance indicators (KPIs) to measure the success of the DWP within CLdN such as user adoption rates, productivity gains, and support ticket volumes.
• Provide first-level technical support to end users via various channels, including phone, email, chat, or ticketing system.
• Diagnose and troubleshoot technical issues related to Microsoft 365 services, including but not limited to Exchange Online, SharePoint Online, Teams, OneDrive, and Azure Active Directory.
• Identify and escalate complex or unresolved issues to higher-level support teams or appropriate resources while ensuring proper documentation of the issue and steps taken for troubleshooting.
• Collaborate with other support engineers and teams to effectively resolve customer issues and share knowledge.
• Stay updated with the latest features, updates, and changes in Microsoft 365, and effectively communicate them to end users.
• Contribute to the improvement of support processes and documentation, including creating and updating knowledge base articles and FAQs.