Online Education Support Analyst

Reading, Berkshire (GB)
29 Nov 2017
End of advertisement period
29 Dec 2017
Contract Type
Full Time

Online Education Support Analyst x3

Full time (35 hrs/wk), permanent
Based central Reading, Berkshire 
Salary £23-25,000 FTE pa plus benefits

University College of Estate Management (UCEM) is the leading international provider of supported online learning for the Built Environment, with over 90 years’ experience in providing the highest quality learning opportunities for the industry.  UCEM offers a range of property-related academic programmes, as well as providing professional development and tailor-made corporate training courses.  

In order to enhance the student experience and meet the goal of delivery excellence, the department has recently reorganised its structure. This has created a number of exciting opportunities and we are now looking for 3 experienced Helpdesk Analysts to join the new team, supporting our students and staff in navigating our online technologies. 

The online Education Core Services Team is a critical function within UCEM. As well as supporting the online technologies, you will be part of a helpdesk team where customer service always comes first. This role is ideal for somebody with technical experience, who has an interest in supporting students in an online environment. 

Your responsibilities will include:

  • Providing an excellent level of customer service to students and staff. 
  • Ensuring that daily processes are run to the correct schedule.
  • Collating and publishing study materials.
  • Providing quality checks on published material and adhering to branding, accessibility and naming requirements. 
  • Managing and taking ownership of queries.
  • Working within the agreed Service Level Agreement. 

GCSE Maths and English Language qualifications at Grade C/Grade 4 or above are essential. You must have experience of working on a Helpdesk function, along with technical experience including HTML and XML, and be comfortable with hand-coding. You must be familiar with following standards and procedures and have a technical mindset. Excellent customer service skills and the ability to communicate both effectively and in a professional manner are essentials for this role. You must be able to work to deadlines and manage competing priorities in a highly pressurised environment. A higher education qualification or IT Systems/e-learning qualification is desirable. 

At UCEM we expect all our employees to demonstrate our values: Passion, Integrity, Excellence and Support.

We have a very detailed job specification for this role so please, before applying, take a look:

For an informal discussion about the role please contact Lynne Downey, Dean Online Education on 0118 921 4665 or email Alternatively contact the HR team on 0118 467 7051 / 2113 or

To apply please send your CV, covering letter, and Recruitment Check Form to 

Thursday 11 January 2018 at 5.00 p.m. 

Please be advised that we will review applications as they arrive and, given the Christmas holiday season, we may contact you for interview in advance of the closing date.

Please note any appointment to this post is conditional upon and subject to an enhanced certificate (criminal record check) issued by the Disclosure and Barring Service (DBS), which will also include a check of the DBS Barred Lists.

We do not use agencies as part of our recruitment process.  We politely ask that you respect this decision and do not call our offices on seeing this advertisement; if you do, the same message will be repeated to you.  Thank you for your co-operation. 

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