Digital Education Support Analyst

  • Job Reference: 396679840-2
  • Date Posted: 14 October 2021
  • Recruiter: Harvey Nash IT Recruitment UK
  • Location: London
  • Salary: £37,000 to £43,500
  • Role: Other, Project Management
  • Job Type: Permanent

Job Description

Digital Eductaion Support Analyst - London

Hybrid working - Up to £43,500 base salary Main purpose of the job

  • To receive, handle, document and resolve requests referred by the first line teams for support across all Digital Education services and from all channels following agreed procedures.
  • To create and maintain support documentation for Digital Education applications and technical components.
  • To train Senior Service Desk Analysts and Service Desk Assistant Analysts, in providing first line support to staff and students of the Digital Education Services as required.
  • Provide general and administrative support for the Digital Education team's activities including supporting staff training provision and website administration.

Person Specification

Criteria

Essential or Desirable

Qualifications, experience and knowledge

Experience of providing IT and/or E-learning support in a large complex organisation, and across a range of services

Essential

Experience of digital education technologies and a general understanding of underlying pedagogic practice to ensure technical and pedagogic issues are correctly allocated within the support environment

Essential

Experience of using a Service Desk call logging and tracking system

Essential

Experience of handling user administration requests (access and digital education technology resource allocation) at a complex level

Essential

Experience of working in a client-facing role, prioritising tasks, dealing with difficult clients and resolving problems

Essential

Detailed knowledge of the types of services provided by Digital Education and an understanding of the landscape of the underpinning processes and IT infrastructure (hardware, applications, databases, operating systems, local area networks etc)

Essential

Working knowledge of the systems and applications used within the job role area (eg Moodle, Lecturecast, Turnitin, electronic voting, wikis, social networking, e-portfolios)

Desirable

Demonstrates an understanding of the Agile project delivery methodology

Desirable

Understanding of ITIL and if possible, experience of ITIL in an end user operational environment

Desirable

Experience of working within higher education

Desirable

Skills and abilities

Good analytical skills and poblem solving skills

Essential

Excellent oral and written communication skills and is able to work at all levels of the organisation

Essential

Strong organisational, prioritisation and time management skills. Proactive and enthusiastic and able to work effectively on own initiative whilst taking guidance and support from a larger team

Essential

Attention to detail and a high level of accuracy

Essential

Keen to learn with an ability to reflect on working practices and propose and implement developments in working arrangements

Essential

Ways of Working for professional services

Committed to providing a responsive and helpful service.

Essential

Documenting and sharing solutions

Essential

Anticipating issues and adjusting approaches where necessary

Essential