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Help Desk Expert

2 months ago

Chelmsford, Essex, United Kingdom ARU Full time

About ARU:

ARU is a global university that transforms lives through innovative, inclusive, and entrepreneurial education and research. The institution holds a Gold award for the quality of its education, awarded through the Teaching Excellence Framework (TEF). ARU's research institutes and four faculties bridge scientific, technical, and creative fields, delivering impactful research that tackles pressing issues and makes a real difference to communities.

About the Role:

The Technical Support Specialist provides first-line support and advice to colleagues involved in apprenticeship delivery, utilizing the apprenticeship management system (Aptem). During this fixed-term contract, the specialist will work within the Degrees at Work Project Team, responsible for the successful implementation of Aptem for all higher and degree apprenticeships offered by ARU, supporting colleagues across all faculties and sites.

Key Responsibilities:

  • Provide technical support and advice to colleagues using the Aptem help desk.
  • Detect and troubleshoot user issues and errors, following an agreed escalation process where necessary.
  • Offer guidance and support to individuals for developing their knowledge in using the system effectively.
  • Collaborate with the Customer Service Team Leader in sharing and updating system training resources and links.

Requirements:

  • A degree or professional qualification at degree level, or relevant experience and evidence of Continuing Professional Development (CPD).
  • Excellent communication and interpersonal skills.
  • Ability to understand how different people use and adapt to new technologies.
  • Deliver a highly customer-focused service.

Working Arrangements:

The role observes standard office hours from Monday to Friday, with no out-of-hours working required. The specialist will work from their main campus base (Chelmsford, Cambridge, or Peterborough) at least once a week, with the option to work from any ARU location or from home. Travel to and between sites may be necessary for on-site training or support, or to attend meetings with colleagues.

Benefits:

ARU offers an agile working culture and an extensive range of benefits, including generous holiday entitlement, occupational pension schemes, training and development opportunities, and a competitive relocation package.

Eligibility:

The role is not open to applications from those who will require sponsorship under the points-based system.