Learning Technology Support Officer
- Location: Edinburgh
- Date: 6 days ago
Will you help us to deliver online, blended and hybrid learning for The University of Edinburgh? We need more people to join our teams to work with staff and students. At the University of Edinburgh, we are looking to build capability for the future.
Working closely with colleagues across the University, you will bring a strong customer focus, an enthusiasm for problem-solving, a methodical and efficient management of your workload as well as a desire to learn new skills and gain expertise in new areas.
We value your communication and digital skills, knowledge and experience of working with learners and teachers.
Learning Technology Support Officers may specialise in a particular area of technology to provide expert guidance and support. We are interested to hear from you if you specialise in video, AR/VR, remote teaching, skills training, digital humanities or computational notebooks as these are growing areas of demand. This is an exciting opportunity to be part of the development of innovative learning experiences for all our students.
These are open-ended positions with an annual salary of £28,331 to £32,816.
The closing date for applications is 4th of June 2020 at 5pm (GMT). We anticipate interviews will be held in the week commencing 15th of June 2020.
1. Job Details
Job title: Learning Technology Support Officer
School/Support Department: Information Services Group (ISG), Learning, Teaching and Web Services Directorate (LTW)
Unit (if applicable): Educational Design and Engagement (EDE)
Line manager: Senior Service Manager
2. Job Purpose
This is a key role in our learning technology teams. Learning Technology Support Officers provide support to staff and students on issues raised while using the technology enhanced learning tools provided by the University for learning and teaching activities. These tools are a varied set of systems that include VLEs, online portfolios, assessment systems, multimedia, e-learning communication and collaboration tools. Learning Technology Support Officers work closely with our helpdesk teams to provide an overview of support calls to enable us to improve our provision of support materials and online services.
Learning Technology Support Officers may also specialise in a particular area of technology to provide expert guidance and support as agreed with their line manager.
3. Main Responsibilities
- Provide help and support to staff and students facing issues with the range of technology enhanced learning services offered by the University. Liaise with members of LTW teams to identify problems and seek resolution. (Approx % of time 45%)
- Provide daily monitoring of the support call queue. Identify issues that can be resolved within the team and those that require forwarding to other colleagues within LTW or other Information Services directorates. (Approx % of time 25%)
- Provide simple and clear documentation and/or online instructions for users. Work with colleagues in ensuring published materials are accurate and sufficient for user needs. (Approx % of time 15%)
- Manage own time effectively and prioritise work appropriately, build good working relationships with relevant colleagues across teams within the University. Gain awareness of the work of others that can support own work. (Approx % of time 10%)
- Perform internal administrative tasks and take part in staff-development activities to ensure that the support for the section and its services are relevant and continue to be developed. (Approx % of time 5%)
4. Planning and Organising
• Providing staff and student user support, prioritising and managing workload as appropriate.
• Monitoring recurrence of issues and developing support material improvements as required.
• Report recommendations within monthly service meetings.
5. Problem Solving
• A key part of this role is to analyse user problems and provide solutions, both individually and as part of a team, that allow users to carry on their business.
• Gain understanding of broader solutions available to resolve any identified issues.
• Communicate efficiently with colleagues to work towards a resolution or provide a workaround.
6. Decision Making
• Evaluate and select methods to solve user issues as they arise.
• Reporting of critical issues for specific services, including liaison with service leads, technical support and user support teams.
• Know when, and when not, to escalate issues to colleagues.
• Take part and contribute to regular service meetings for core services.
7. Key Contacts/Relationships
• Receive and respond to, everyday enquiries from staff and student users.
• Regular contact with colleagues in wider Information Services Group - most especially in IS Helpline.
8. Knowledge, Skills and Experience Needed for the Job
• Significant relevant experience working in a similar or related role
• Proven demonstration of analytic and problem-solving skills.
• Excellent communication, digital and inter-personal skills including writing user support documents.
• Proven ability to self-manage and prioritise a varied and challenging workflow of support tasks.
• Service management and customer relations experience, with proven organisational and planning skills.
• Ability and capability to provide support remotely online and work from home if needed.
• Experience working in the education sector.
• Experience with learning management systems (LMS) systems or virtual learning environments (VLEs), in particular Blackboard Learn and of training users in their use
• Experience with virtual classroom or virtual team systems, in particular Collaborate, Microsoft Teams or Zoom.
• Commitment to accessibility, inclusion and fair play.
• Interest in making the world a better place through education for all.
• Experience of online course development processes such as MOOCs and other short online courses
• Experience or enthusiasm for new technologies such as Augmented Reality, Virtual Reality or virtual labs.
• Experience or enthusiasm for new teaching technologies such as digital humanities and computational notebooks.
• ITIL and service management experience, or a relevant professional qualification or certification e.g. CMALT
• Awareness of legislative requirements e.g. relating to Accessibility, Equality, Data Protection and Freedom of Information in the context of online education.
• Commitment to own on-going professional development.
• Responsible for effective management and timely delivery of e-learning support.
• Working as part of a Customer service teams to a community of over 40,000 including all university staff, students, and visitors - second line I.T. support, online guidance documentation, person to person advice and consultations.
• Growing community of online and distance learners.
• Service support and delivery of a range of technology enhanced learning services that underpin the University's teaching, learning and research activities.
10. Job Context and any other relevant information
The post holder will work as part of a multi-professional team within Learning, Teaching and Web Services with responsibility for the initial review of incoming queries to the team's support queue. The post holder will be first point of contact between the team and the end user and will offer support directly, liaise with key staff in EDE and DLAM to obtain a resolution for the user. The post holder will work closely with colleagues across Information Services Group as well as students, academic and administrative colleagues across the wider University. This role combines a high level of customer care with good problem-solving skills.
The job description reflects the present requirements of the post, and as duties and responsibilities change/develop, the job description will be reviewed and be subject to amendment in consultation with the post holder. The post holder will carry out any other duties as are within the scope, spirit and purpose of the job as requested by the line manager or Head of Department/Division.
The post holder will maintain an awareness and observation of Fire and Health and Safety Regulations.
The post holder must ensure organisational compliance, and conformance with the Data Protection Principles. All data, whether stored electronically or by other means must be processed in accordance with the Data protection Act 1998.
The University of Edinburgh is committed to equality of opportunity for all its staff and students and promotes a culture of inclusivity. The University is a silver Athena Swan holder. The post holder will actively follow University of Edinburgh policies including Equal Opportunities policies and be expected to give consideration within their role as to how they can actively advance equality of opportunity and good relations between people who share a relevant protected characteristic and people who do not share it.
As an employer of choice, the University of Edinburgh has a number of family related polices that aims to support staff in achieving a healthy work/life balance.
All applicants should apply online by clicking the apply link at the bottom of this page and submitting an up to date CV. The application process is quick and easy to follow, and you will receive email confirmation of safe receipt of your application. The online system allows you to submit a CV and other attachments.
We anticipate interviews will be held in the week commencing 15th June 2020.You will be notified by email whether you have been shortlisted for interview or not.
The closing date is 5pm (GMT) on Thursday 4th of June 2020.
Right to Work
In accordance with UK legislation the University of Edinburgh, as an employer, has a legal responsibility to prevent illegal working and therefore must check that all employees are entitled to work in the United Kingdom (UK).
To do so, the University requires to see original documents evidencing right to work in the UK before commencement of employment and this is normally carried out at interview. Details will be provided in any letter of invitation to interview.
For further information on right to work please visit our right to work website
In the circumstances where the vacancy does not meet the UK Visas and Immigration (UKVI) criteria for sponsorship the successful applicant must have the existing right to work in the UK or individual circumstances which enable permission to work to be obtained.
For further information about whether you require a visa and other visa routes please visit the GOV.UK website
Conditions of Employment
This role is grade UE06 and therefore the post holder is automatically included in membership of the Universities Superannuation Scheme (USS), subject to the USS membership criteria, unless they indicate that they choose not to join the Scheme.
For further information please visit our Pensions website .
The role is grade UE06 and attracts an annual salary of £28,331 to £32,816 for 35 hours each week. Salary is paid monthly by direct transfer to your Bank or Building Society account, normally on the 28th of the month. Salaries for part-time staff are calculated on the full-time scales, pro-rata to the Standard Working Week.
The University reserves the right to vary the candidate information or make no appointment at all. Neither in part, nor in whole does this information form part of any contract between the University and any individual.
var links = document.querySelectorAll(".targetLink"), i, j, aTags, string; for(i=0; i Educational Design and Engagement The EDE section within LTW supports University teaching and learning by providing a central hub for developing awareness, support for staff and students and leadership for e-learning service improvements.
An integrated learning experience is provided via our Virtual Learning Environments (VLE), a suite of assessment, feedback, e-portfolio, on-line collaboration and communication tools. We provide the main platform for University of Edinburgh online masters programmes. We manage a programme of new innovations and projects; and are key participants in supporting the University's high profile development of massive open online courses (MOOCs), learning analytics, open educational resources (OER) and use of online multi-media in learning and teaching.
We collaborate with students and academic colleagues, improving digital literacy, and aligning technology with pedagogy in both blended and fully online settings. We work in partnership with the wider Information Services Group, the Institute for Academic Development, Student Systems teams and colleges and schools to provide the most joined up experience for staff and students. We ensure that services are user friendly and informed by a clear understanding of our staff and students' needs.
More information can be viewed at:
Learning Teaching and Web Services Division (LTW) The Learning, Teaching & Web Services Division (LTW) brings together technology enhanced learning, e-learning, the University website, web services, graphics, multimedia, digital skills training and classroom technology teams to support learning, teaching and outreach for an enhanced student experience.
We provide a wide range of technology and support services for innovative learning and teaching, including classroom tools, blended learning, bespoke development, online video, open educational resources (OER), taught online Masters programmes, massive open online courses (MOOCs), feedback and assessment. We manage the continuing expansion and diversification of the University website and provide digital technology services in 350 teaching rooms and study spaces across the campus.
Every year we host student internships, projects and events which promote innovation and align with the University strategic aims to promote new ways of working in learning, teaching and research.
More information can be viewed at:
Information Services Group The Information Services Group (ISG) is one of three professional services groups within the University of Edinburgh.
The group comprises nine distinct directorates and over 700 staff who support the University's students, academics, researchers and colleagues, as well as members of the public, by supplying IT infrastructure, IT services and information security, library services, museums and collections, learning and teaching technologies & services, digital skills training and support, web services, hardware and software management and remote learning capabilities. The Group consists of external units that provide products and services to the wider research and education sectors. The group is also a contributor to, and deliverer of, the University's wider strategy in areas such as digital transformation, data driven innovation and online & distance learning.
The University of Edinburgh For more than four centuries, our people and their achievements have rewritten history time and again. They've explored space, revolutionised surgery, published era-defining books, paved the way for life-saving medical breakthroughs and introduced to the world many inventions, discoveries and ideas from penicillin to Dolly the sheep. We have believed that anything is possible, we still do.
The latest Research Excellence Framework highlighted our place at the forefront of international research. This adds to our international reputation for the quality of our teaching and our student experience excellence. The University is proud of its success with online teaching initiatives, with 2550 students currently studying its online distance learning postgraduate programmes, and a total to date of more than 2 million enrolments for Edinburgh MOOCs.
As a member of staff, you will be part of one of the world's leading universities, with 20 Schools spread over 3 Colleges that offer more than 1600 undergraduate and 600 postgraduate programmes to over 41,000 students each year. Professional services are critical to this success as well as our world-class teaching, research and student facilities. In fact, we are one of the top employers in Edinburgh, with over 14,500 people spread across a wide range of academic and supporting roles.
As a world-changing, world-leading university, we offer an exciting, positive, creative, challenging and rewarding place to work. We give you support, nurture your talent, develop and reward success and integrate academic, professional and personal career goals, as well as give your career the benefit of a great and distinguished reputation. In addition, our employees benefit from a competitive reward package and a wide range of staff benefits, which include generous holiday entitlement, a defined benefits pension scheme, staff discounts and much more. Access our staff benefits page for further information and use our reward calculator to find out the total value of pay and benefits provided.
The University of Edinburgh holds a Silver Athena SWAN award in recognition of our commitment to advance gender equality in higher education. We are members of the Race Equality Charter and we are also Stonewall Scotland Diversity Champions, actively promoting LGBT equality. The University has a range of initiatives to support a family friendly working environment, including flexible working and childcare vouchers. See our University Initiatives website for further information.
University Family Friendly Initiatives
Staff Pride Network for LGBT+ colleagues and allies
Disabled Staff Network
The University of Edinburgh is a charitable body, registered in Scotland, with registration number SC005336.
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