Job Description
We are seeking a proactive and customer-focused individual to support our Learning Management systems. This role is crucial in providing effective and timely responses to incidents and service requests.
The successful candidate will be the key point of contact for end-users, providing technical support, administrative tasks, and customer service. Their responsibilities will encompass ensuring smooth operations of our systems.
Key Responsibilities:
* Provide advice to resolve simple technical and non-technical issues.
* Offer administrative support as required.
* Understand and address new or complex issues within the technical support team.
* Conduct knowledge transfer and training related to service management activities.
* Prepare procedural and governance documentation to support business as usual capability.
* Assist in the development of materials to support knowledge transfer under guidance.
* Evaluate software changes, considering benefits, risks, and total cost of ownership.
Customer Service:
* Manage confidential and sensitive information.
* Monitor group support email, triaging requests promptly.
* Provide user liaison for inquiries.
* Communicate effectively with a variety of stakeholders.
* Prioritize work to ensure high levels of service and support are provided.
* Respond to urgent requests calmly and efficiently while maintaining high work standards.
* Collaborate within a team to deliver consistent customer service excellence.
Requirements:
* Experience in providing ICT helpdesk support in a large organisation or enterprise environment.
* Strong communication skills with a focus on service delivery.
* Undergraduate degree in Information Technology.
* Technical documentation and administration skills of a high order.
Desirable Criteria:
* Experience supporting Moodle, Learning Management Systems, or equivalent enterprise technology environment.
* Intermediate learning content development skills.
* Enterprise technology support and administration experience.
Security Clearance:
NV1 clearance preferred.