Digital Education Support Assistant

We are seeking a highly organised and proactive Digital Education Support Assistant to join the Digital Education Group within the department

This role is ideal for someone with experience supporting digital learning technologies in a higher education environment and who enjoys providing excellent customer service while working across multiple systems and stakeholders.

You will provide first-line support for digital education queries, assisting academic and professional services staff with a range of learning technology systems and services. You will play a key role in supporting the administration, quality assurance, and maintenance of online courses, while contributing to service improvements, reporting activities, and project delivery across the Digital Education team.

The role offers an excellent opportunity to develop expertise in learning technologies and contribute to the enhancement of the University's digital learning environment.

Key Responsibilities

• Provide first-line support for digital education enquiries through the University's service management system.
• Triage, investigate, and resolve support requests, escalating complex issues where appropriate.
• Support the administration and quality assurance of Canvas courses, including course setup, user enrolments, permissions, and maintenance.
• Assist staff with the use of digital learning tools, including Panopto, Microsoft Teams, and Oxford Reading Lists Online.
• Support data collection, reporting, and record management activities across Digital Education services.
• Produce and maintain accurate documentation, guidance materials, and knowledge base content.
• Contribute to testing, quality assurance, and continuous improvement activities.
• Work collaboratively with colleagues across departments to support successful delivery of digital education services and projects.
• Assist with training sessions, user groups, and other centrally delivered Digital Education activities as required.

Essential Criteria

Applicants must be able to demonstrate all of the following:

1. A minimum of 12 months' experience providing first-line support for a Virtual Learning Environment (VLE) or Learning Management System (LMS), such as Canvas, Moodle, Blackboard, or Brightspace.
2. Experience administering course sites within a VLE/LMS, including user enrolments, permissions, course setup, troubleshooting, and quality assurance checks.
   
3. Experience using a service desk or ticket management system (e.g. Jira Service Management, ServiceNow, Freshservice, Zendesk, or similar) to manage support requests and meet service standards.
4. Experience supporting or administering at least two of the following systems: Canvas, Panopto, Microsoft Teams, Reading Lists Online/Talis Aspire, Turnitin, or other educational technology platforms.
   
5. Demonstrable experience investigating and resolving technical or system-related user issues, with the ability to diagnose problems and identify appropriate solutions.
   
6. Proficiency in Microsoft 365 applications, particularly Excel, Teams, Outlook, and SharePoint.