Help Desk Specialist

3 weeks ago

United Kingdom LDNY People Full time

Role: Help Desk Specialist (Learning Management)

Location: Remote, UK

Duration: Contract until end of Dec 2024

Must have security clearance to SC/DV or NATO-cleared level

Scope of role:

To ensure timely and effective support for the user base, enhancing their experience and addressing any JADL‐related issues or inquiries they might have.

This service desk support, supporting European time zones (CET and WET), aims to ensure

seamless user interaction with JADL by addressing the following common support needs

Accounts :

  • Activating user accounts.
  • Addressing issues related to locked accounts, password resets, and reactivations.
  • Resolving system email failures and activating them as required.
  • Addressing issues related to older LMS accounts.
  • Offering guidance on account creation.
  • Resolving account duplication issues.
  • Analysing credentials, making necessary changes, and securing POC approvals.
  • Addressing delivery failures by checking and modifying accounts.
  • Providing support to cyber security incident investigations.

Course Related ‐ Users:

  • Resolving access issues, including assisting users in course searches.
  • Addressing content‐related issues and forwarding correction requests.
  • Assisting users with issues in tracking learning progress in the LMS platform.
  • Resolving issues with the generation of course certificates.

Course Related – Content:

  • Acting as a liaison with course developers.
  • Assisting in the upload and testing of new courses.

Skills and Experience required

Essential Qualifications and Experience:

This contract requires the services of a help desk operator with the following qualifications

and experience:

1. The candidate has a security clearance, provided by the national security organization

valid at the time of submission of the bid and covering the period of the contract.

2. Experience in a help desk or technical support role, preferably with exposure to Learning Management Systems.

3. Ability to work independently and manage multiple tasks simultaneously.

4. Demonstrated ability to work collaboratively in a team environment and interact

positively with multiple departments

5. Excellent written and verbal communication skills, capable of conveying complex

technical information in a user‐friendly manner

6. Demonstrated ability to handle stressful situations with calmness, ensuring the user

feels supported throughout their interaction. Empathetic and patient, understanding

the frustrations users may feel and aiming to alleviate them. Positive attitude and a

genuine desire to assist and educate users.

7. Strong analytical skills, capable of quickly identifying issues and determining the most

efficient resolution

Desirable qualifications and experience

1. Proficiency in using diagnostic tools to troubleshoot technical issues

2. A strong understanding of cybersecurity practices and protocols, ensuring the safety

and privacy of user data

3. Knowledge and experience of working with NCI Agency.

4. Knowledge and experience of working with the NCI Academy.

5. Knowledge and experience with agile implementation methodology.

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