Vacancy Type/Job category
Academic Development Centre
Flexible & Online Learning Division, Digital Learning
£24,715 - £28,131 per annum.
University of Warwick, Coventry
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.
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.
DUTIES AND RESPONSIBILITIES
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.
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)
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.ac.uk/services/its/servicessupport/academictechnology.
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 (warwick.ac.uk)
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.
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28 May 2023