The IT Enablement & Digital Workplace Specialist supports the IT Manager in improving how IT tools, services and platforms are adopted and used across the organisation.

This role focuses on delivering practical enablement, training and user support, helping ensure that employees and Service Desk teams can effectively use IT solutions in their day-to-day work.

The role acts as a key connection point between IT and end users, helping to translate technology into simple, actionable guidance and supporting initiatives that improve productivity, user experience and ways of working.

Key Responsibilities

1. Adoption & Enablement Support

• Support the delivery of IT adoption and enablement initiatives aligned with IT priorities
• Assist in identifying gaps in tool usage, user experience and adoption
• Work with stakeholders and the IT Manager to understand user needs and common challenges
• Help encourage effective use of IT tools through practical guidance and support

2. Training & Capability Development

• Support the design and delivery of IT training programmes for:
  • End users
  • Service Desk analysts (L1/L2)
• Deliver training through a mix of:
  • Workshops and drop-in sessions
  • Short-form learning materials
  • Guided support sessions
• Create and maintain training materials including guides, videos and quick-reference content
• Assist with structured training plans for the Service Desk

3. Automation & Productivity Support

• Support adoption of automation initiatives within the Service Desk and wider IT teams
• Help identify simple opportunities to:
  • Reduce manual effort
  • Improve efficiency
  • Streamline common tasks
• Assist with the rollout of automation solutions by:
  • Supporting communications and awareness
  • Delivering training sessions
  • Gathering feedback from users
• Promote practical productivity tips and improved ways of working

4. IT Hub, Knowledge & Communications

• Support the maintenance and improvement of the IT SharePoint / IT Hub as a central resource
• Create and update:
  • Knowledge articles
  • How-to guides
  • User-friendly learning content
• Assist in producing IT communications such as:
  • Updates
  • Newsletters
  • Adoption campaigns
• Ensure content is clear, concise and user-focused

5. Stakeholder & User Engagement

• Build relationships with users and teams across the organisation
• Gather feedback on IT tools, services and user experience
• Support engagement activities such as:
  • Drop-in sessions
  • Champion networks
  • Informal feedback channels
• Act as a supportive point of contact for enablement-related queries

6. Performance & Continuous Improvement

• Support the tracking of key metrics such as:
  • Training participation
  • User feedback
  • Adoption trends
• Provide insights to help improve:
  • Training content
  • User experience
  • Enablement activities
• Continuously improve materials and approaches based on feedback

Skills & Experience - Essential

• Experience working in IT, digital workplace, service delivery or a similar environment
• Good working knowledge of Microsoft 365 (e.g. Teams, SharePoint, Outlook, Copilot)
• Experience supporting or delivering IT training or user guidance
• Ability to communicate technical concepts in a simple, user-friendly way
• Strong organisational and coordination skills
• Confident engaging with both technical teams and business users

Skills & Experience - Desirable

• Awareness of IT service management (ITIL) concepts
• Experience with Power Platform tools (Power Automate, Power Apps, Power BI)
• Experience creating digital learning content (videos, guides, knowledge articles)
• Familiarity with tools such as ServiceNow
• Understanding of digital adoption or change approaches

Behaviour Characteristics

• User-focused and helpful mindset
• Proactive and willing to learn
• Collaborative and supportive team player
• Practical and solutions-oriented
• Comfortable working in a fast-paced environment