Online Education Support Analyst
Based central Reading, Berkshire
We’re looking for an experienced Helpdesk Analysts to join the Online Education Core Services team who support our students and staff in successfully navigating our online technologies!
University College of Estate Management (UCEM) is the leading provider of supported online education for the Built Environment, with over 95 years’ experience of providing the highest quality learning opportunities. At any one time, we have over 3,500 students from more than 100 countries benefiting from our qualifications. UCEM helps to enhance Built Environment professional careers through our accredited property-related and construction programmes, offered at Postgraduate, Undergraduate and Apprenticeship levels.
The online Education Core Services Team is a critical function within UCEM. As well as supporting the online technologies, you will be part of a helpdesk team where customer service always comes first. This role is ideal for somebody with technical experience, who has an interest in supporting students in an online environment.
Your responsibilities will include:
• Providing an excellent level of customer service to students and staff.
• Ensuring that daily processes are run to the correct schedule.
• Collating and publishing study materials.
• Providing quality checks on published material and adhering to branding, accessibility and naming requirements.
• Managing and taking ownership of queries.
• Working within the agreed Service Level Agreement.
GCSE Maths and English Language qualifications at Grade C/Grade 4 or above are essential. You must have experience of working on a Helpdesk function, along with technical experience including HTML and XML, and be comfortable with hand-coding. You must be familiar with following standards and procedures and have a technical mindset. Excellent customer service skills and the ability to communicate both effectively and in a professional manner are essentials for this role. You must be able to work to deadlines and manage competing priorities in a highly pressurised environment. A higher education qualification or IT Systems/e-learning qualification is desirable.
At UCEM we expect all our employees to demonstrate our values: Passion, Integrity, Excellence and Support.
We have a very detailed job specification for this role so please, before applying, take a look: www.ucem.ac.uk/jobs
For an informal discussion about the role please contact Nick Fenge on 0118 467 2243 or email@example.com alternatively contact the HR team on 0118 467 2243 / 7051 or firstname.lastname@example.org
To apply please send your CV, covering letter, and Recruitment Check Form to email@example.com
Thursday 27 September 2018 at 5.00 p.m.
Please note, applications may be reviewed as and when they are received, so you may be invited to interview ahead of the closing date.
Please note any appointment to this post is conditional upon and subject to an enhanced certificate (criminal record check) issued by the Disclosure and Barring Service (DBS), which will also include a check of the DBS Barred Lists.
NOTE TO AGENCIES
We do not use agencies as part of our recruitment process. We politely ask that you respect this decision and do not call our offices on seeing this advertisement; if you do, the same message will be repeated to you. Thank you for your co-operation.