Service Administrator (107444-0523) . Job Reference: 1891054

University of Warwick
May 28, 2023
Offerd Salary:£24,715 - £28,131
Working address:N/A
Contract Type:12 month Fixed-term
Working Time:Full time
Working type:N/A
Ref info:N/A

Vacancy Type/Job category



Academic Development Centre

Sub Department

Flexible & Online Learning Division, Digital Learning


£24,715 - £28,131 per annum.


University of Warwick, Coventry

Vacancy Overview

Open to internal candidates only.

12 month Fixed-term Contract, 36.5 hours per week (FTE: 1.0)

We are seeking an enthusiastic individual to join the Digital Learning team to support the use of a range of digital learning tools providing a service to academic and professional areas of the organisation.

The role will primarily focus on the lecture capture service using our in- house tool and the Echo360. Other responsibilities will include triaging the helpdesk, diagnosing incidents and responding to standard service requests. Supporting the creation, update and maintenance of the department website and user guides. Providing administrative support for training and events.

To be successful in the role, you will have strong customer service and interpersonal skills. Attention to detail and the ability to meet deadlines in a busy environment are essential. Experience of supporting and administering academic technologies, especially lecture recording and/or enterprise media recording services, will be an advantage.

We will consider applications for employment on a part-time or other flexible working basis, even where a position is advertised as full-time, unless there are operational or other objective reasons why it is not possible to do so.

To find out more or arrange an informal conversation about the role, please contact: Matt Street – [email protected].

Interview Date: TBC.

Job Description


To support the Digital Learning team by overseeing the lecture recording scheduling process, provide support for assessment systems used by the organisation, and providing administrative support.


1. Liaise closely with academic staff and colleagues within Audio Visual Services and Space Management to ensure that lectures are scheduled for recording as appropriate and respond to queries received from service users.

• make decisions about correct scheduling structure, ensuring it is implemented correctly based on service users' requirements. • schedule accordingly based on equipment specifications. • liaise with the AV Team and share any unmet requirements. • highlight areas for improvements or where new services might be offered at regular service reviews.

2. Manage user permissions for Lecture recording systems. Ensure this service functions quickly and efficiently.

• advise on how this can be provided most effectively and judging what will suit each department's requirements.

3. Provide advice and guidance to internal and external contacts regarding the affordances and usage of digital learning technologies.

4. Monitor the helpdesk and coordinate the investigation, prioritisation, escalation and resolution of incidents and service requests.

• work with colleagues to investigate and diagnose issues • resolve common service requests • escalate incidents and service requests to colleagues, and other teams, where necessary.

5. Produce user support and service process documentation as required.

6. Provide administrative support for the Digital Learning team's training provision and events.

7. Liaise with members of Digital Learning, IDG and other departments as appropriate.

8. To support the implementation of assessment systems used in the organisation.

9. Other duties commensurate with the scope and grading of the role.

Person Specification

The Person Specification focuses on the knowledge, skills, experience and qualifications required to undertake the role effectively. This is measured by (a) Application Form, (b) Test/Exercise, (c) Interview, (d) Presentation.

Essential Criteria 1

Educated to A level standard. (a)

Essential Criteria 2

Excellent communication skills, both verbal and written, including the ability to deal with distressed customers in difficult situations. (a,b,c)

Essential Criteria 3

Knowledge of the audio-visual equipment. (a,b,c)

Essential Criteria 4

Attention to detail and the ability to maintain accurate records. (a,b,c)

Essential Criteria 5

Strong IT Skills and ability to learn new software. (a,c)

Essential Criteria 6

The ability to work effectively both independently and as part of a team. (a,c)

Desirable Criteria 1

Knowledge of the higher education sector. (a)

Desirable Criteria 2

Understanding of the issues involved in the development and implementation of technology to support teaching and learning. (a,c)

Desirable Criteria 3

Experience in a user support setting including the production of user support information. (a,c)

Desirable Criteria 4

The flexibility and aptitude to further develop skills as required by the position. (a,c)

Further Particulars

For further information about the University of Warwick, please read our University Further Particulars.

For further information about the department, please visit the departmental website.

For further information about Academic Technology, please visit https: //

Warwick is committed to building an organisation of mutual respect and dignity, promoting a welcoming, diverse, and inclusive working and learning environment. We recognise that everyone is different in a variety of visible and non-visible ways, and that those differences are to be recognised, respected, and valued. Where possible, we go beyond legislation to provide a place where everyone can thrive, supporting all staff to achieve their full potential. We aspire to remove economic, social and cultural barriers that may otherwise prevent people from succeeding.

We therefore welcome and encourage applications from all communities regardless of culture, background, age, disability, sex/gender, gender identity or expression, ethnicity, religion/belief, or sexual or romantic orientation. To find out more about our social inclusion work at Warwick visit our webpages here.

The University of Warwick holds an Athena SWAN Silver award; a national initiative to promote gender equality for all staff and students. Further information about the work of the University in relation to Athena SWAN can be found at the following link: Athena Swan (

The University of Warwick is one of the six founder institutions of the EUTOPIA European University alliance, whose aim is to become by 2025 an open, multicultural, confederated operation of connected campuses.

Right to work in the UK

If you do not yet have the right to work in the UK and/or are seeking sponsorship for a Skilled Worker visa in the UK points-based immigration system please click on this link which contains further information about obtaining right to work in the UK and details about eligibility for sponsorship for a Skilled Worker Visa.

Benefits and Rewards

Please refer to this link for a full list of our employee benefits here at Warwick here.

Recruitment of Ex-Offenders Policy

As an organisation using the (DBS) Disclosure and Barring Service to assess applicants' suitability for positions of trust, the University of Warwick complies with the DBS Code of Practice and undertakes not to discriminate unfairly against any subject of a Disclosure on the basis of a conviction or other information revealed. More information is available on the University's Vacancy pages and applicants may request a copy of the DBS Code of Practice.

Closing Date

28 May 2023

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