Learning Technology Support Officer

4 weeks ago

Edinburgh, United Kingdom University of Edinburgh Full time

**Grade - UE06 £31,396 to £36,024 per annum (A revised salary range for this grade of £32,982 to £38,205 is planned to take effect from Spring 2024)**

**Information Services Group - Learning, Teaching & Web**

**Full Time - 35 Hours Per Week**

**Contract type - Fixed Term - 2 years**

**The Opportunity**:
You will report to the Learning Technology Team Manager and work closely with the Learning Technology Service owner and a team of experts including Learning Technology Advisors and other Learning Technology Support Officers. Our team works in a hybrid style, with a minimum of 2 days a week in the office at Argyle House, 3 Lady Lawson Street in central Edinburgh. This post is full time, 35 hours a week for a 2 year fixed term period.

**What the job involves**:
Help provide support and guidance on learning technologies to a community of over 40,000 staff and students across the University.

Learning technologies support cover a range of learning and teaching activities including virtual learning environments, virtual classrooms, and assessment systems.

You will be one of the first points of contact for our users and, working closely with service experts, will ensure that enquiries are resolved promptly and to the user's satisfaction.

There will also be the opportunity to become involved in the management of particular services - e.g. production of support documentation and user training - as well as ongoing service improvement projects.

**A bit about you**:
Good analytical and problem-solving skills.

Service management and customer relations experience, with demonstrable user focus.

Excellent communication, digital and inter-personal skills.

Ability to self-manage and prioritise a varied and challenging workflow of support tasks.

Relevant experience working in a similar or related role.

View the full job description and snapshot of a typical day.

**The typical Day of Learning Technology Support Officer**

This role works across multiple systems, teams and platforms to support staff and students using technology enhanced learning tools provided by the University. This might include answering support calls and questions, delivering trainings, helping to develop guidance and support materials and working with different service teams. This role may also allow for some specialisation in particular areas of technology or on particular projects or services.

A typical day might include:
**Technical support**:Monitoring the second-line support call queue to answer questions and investigate issues. This might be done independently or with a team with a goal of resolving issues in a friendly, professional and positive way.

**Training**:Deliver in-person or online training sessions that help University staff effectively use virtual learning environments, virtual classrooms and other tech-enhanced learning tools. You might also follow up on training questions and help keep training materials up-to-date.

**Improve or update support materials**:Working within a team to offer clear, accessible and accurate guidance and support materials and instructions. Guidance materials may be in different formats, including text, audio, video, website or SharePoint.

**Service support**:As part of the team for a few different services, you will attend meetings and assist with support, investigating issues, implementing projects, testing and communications.

**Other project work**:EDE is a flexible and dynamic work environment. According to your interests and strengths, you may work on other projects as they come up, and these projects will match your skills and interests where possible. Examples might include events, workshops, VLE Excellence projects, or other University initiatives.

**What we can offer you**:
A competitive salary of £31,396 to £36,024 (A revised salary range for this grade of £32,982 to £38,205 is planned to take effect from Spring 2024).

The opportunity to contribute proactively to team operations providing institutional support and guidance on a variety of Learning Technologies. This includes problem solving, working collaboratively across several teams to assist users and continually improve the service offering.

Generous annual leave allowance of 40 days per year (inclusive of festive closure days)

Highly competitive defined-benefit pension scheme with a substantial employer contribution

A range of flexible working options to help prioritise work/life balance

A day of paid leave annually for your chosen volunteering activity

Access to excellent online learning and a Staff Scholarship fund

Varied staff discounts, family-friendly initiatives, support for staff wellbeing and more

Use our reward calculator to find out the total value of the pay and benefits for this role.

**Application procedure**:
On this occasion the University will not consider applicants requiring sponsorship for this role. International workers will therefore only be able to take up this role if they can demonstra

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