Description
Windows 10 & Office 16 User Adoption consultant/Floorwalker x6
Location: Barrow-in-Furness
Duration: 5 months
Clearance: Must be SC cleared
General Description:
The role of the Floorwalker is to support the client's staff during the deployment of Win 10/Office 2016. The responsibilities of the role can be summarised as:
Coaching End Users on features and usage of Windows 10 and Office 2016
Explaining the other support mechanisms available to End Users
Resolving End User Issues
Capturing End User Feedback
The Win 10 Programme is committed to giving End Users the best possible experience throughout deployment and the Floorwalkers play an important part in attaining that goal.
Responsibilities:
Floorwalkers will be based in a deployment hub and have a schedule of floorwalking visits week by week depending on critical mass of customers in a location. Their responsibilities will vary according to the deployment phase.
Pre-Deployment
Run pre-familiarisation sessions across sites
Collate feedback on sessions
Manage logistics, demand and attendance for sessions
Deployment
Customer meet and greet at the Deployment Hub
Run Welcome to device' chalk and talk sessions at the Hub
Collate Feedback on Sessions
Manage logistics and attendance for those sessions
Post - Deployment:
Floorwalkers are available in deployment/office locations during and 3 days post deployment
There will always be a floorwalker available in local deployment hub for 1's and 2's.
Can signpost apps owners/support for non Win10/Office 2016 queries.
Online chat support - Chat bot
Core Skills and Knowledge:
Able to advise End Users on Windows 10 and Office 2016 core applications functionality
Coaching & Development
People person, able to build and maintain relationships
Proactive and positive approach to owning and resolving customer issues
Active listener able to discern themes within customer feedback
People to interact with:
Deployment team Lead
Communications team Lead
Functional Change Points of Contact