Digital Learning Facilitator

• The Digital Learning Facilitator is a frontline specialist role responsible for supporting students and academic staff in the effective use of the University’s digital learning systems.
• This role ensures that users can confidently and efficiently use platforms such as Moodle LMS (UPOP), digital learning tools and platforms, and core university systems.
• This role is critical to delivering a frictionless digital learning experience by providing timely, practical, and user-friendly support.
• Working hand-in-hand in the Learning Commons with Learning Commons Facilitators, you will deliver “You can access it, use it, and succeed with it” for both teachers and students.
• Duties & Responsibilities include: First-Level Systems Support (40%): Act as the first point of contact for support with Moodle LMS (UPOP), digital learning tools, and access/navigation issues.
• Troubleshoot common user issues quickly and effectively, and escalate complex technical issues to IT or specialist teams.
• Maintain clear guidance and FAQs for common problems.
• User Training and Capability Development (25%): Design and deliver practical, hands-on training for students and teachers.
• Support on-boarding of new students and staff.
• Develop simple, accessible training materials (guides, videos, quick tips).
• Digital Learning Experience Support (15%): Support staff and students in navigating digital learning environments.
• Identify recurring issues and recommend improvements.
• Contribute to improving usability and user experience of platforms.
• Collaboration and Integration (10%): Work closely with the Learning Commons team, Centre for Learning Innovation, and IT.
• Ensure consistent messaging and support across teams.
• Service Excellence and Continuous Improvement (10%): Deliver responsive, student-centered support.
• Track common issues and user needs.
• Contribute to service improvement and innovation.

Bachelor's Degree in ICT, Education, or related field desirable)

SKILLS & KNOWLEDGE

General & Technical Skills Experience supporting users with digital systems or platforms Experience in training, helpdesk, or customer support roles Familiarity with LMS platforms