Senior Digital Education Advisor

The role

The Digital Education Office (DEO) at the University of Bristol helps people throughout the University to use technology to enhance learning, teaching and assessment. We are recruiting for a Senior Digital Education Advisor to join our team.

This role provides specialist advice and support for staff and oversees the day-to-day running of the Helpdesk, a key service offered by the DEO.

What will you be doing?

• Providing advice to users of core DEO systems (such as Blackboard, Re/Play (Mediasite) and Turnitin), and answering queries from them, primarily via the DEO Helpdesk ticketing system (TOPdesk)
• Training new Helpdesk staff
• Providing support, advice and encouragement to the Helpdesk Digital Education Advisors, and acting as the first point of contact for day-to-day staff welfare issues (eg sickness)
• Triaging Helpdesk queries in order to identify those which should be assigned to other specialist DEO staff
• Working with other DEO staff to identify solutions to recurring problems with core DEO systems or related practice areas and to ensure documentation and support materials are updated
• Liaising with the IT Services service desk to ensure efficient query management where these need to be passed between teams
• Planning and organising key service maintenance and improvement activities, eg critical testing of systems following updates/upgrades
• Monitoring and analysing helpdesk data and statistics, interpreting and reporting patterns and support trends, highlighting and prioritising any issues for further investigation and to facilitate planning
• Advising on and proposing improvements to increase the efficiency and quality of the Helpdesk service

You should apply if

• You are passionate about providing excellent customer service
• You have initiative and an ability to problem-solve in a busy environment
• You have excellent interpersonal and communication skills, and are comfortable interacting with a wide range of staff across the University
• You have experience using or supporting virtual learning environments and digital education systems/tools
• You have excellent planning and organisational skills and enjoy looking for opportunities for continual service improvement .