The role
The Digital Education Office (DEO) at the University of Bristol helps people throughout the University to use technology to enhance learning, teaching and assessment. We are recruiting for a Senior Digital Education Advisor to join our team.
This role provides specialist advice and support for staff and oversees the day-to-day running of the Helpdesk, a key service offered by the DEO.
What will you be doing?
- Providing advice to users of core DEO systems (such as Blackboard, Re/Play (Mediasite) and Turnitin), and answering queries from them, primarily via the DEO Helpdesk ticketing system (TOPdesk)
- Training new Helpdesk staff
- Providing support, advice and encouragement to the Helpdesk Digital Education Advisors, and acting as the first point of contact for day-to-day staff welfare issues (eg sickness)
- Triaging Helpdesk queries in order to identify those which should be assigned to other specialist DEO staff
- Working with other DEO staff to identify solutions to recurring problems with core DEO systems or related practice areas and to ensure documentation and support materials are updated
- Liaising with the IT Services service desk to ensure efficient query management where these need to be passed between teams
- Planning and organising key service maintenance and improvement activities, eg critical testing of systems following updates/upgrades
- Monitoring and analysing helpdesk data and statistics, interpreting and reporting patterns and support trends, highlighting and prioritising any issues for further investigation and to facilitate planning
- Advising on and proposing improvements to increase the efficiency and quality of the Helpdesk service
You should apply if
- You are passionate about providing excellent customer service
- You have initiative and an ability to problem-solve in a busy environment
- You have excellent interpersonal and communication skills, and are comfortable interacting with a wide range of staff across the University
- You have experience using or supporting virtual learning environments and digital education systems/tools
- You have excellent planning and organisational skills and enjoy looking for opportunities for continual service improvement .