Our client, a global eCommerce business, is currently seeking a detail-oriented and proactive LMS Admin Support professional to manage and prioritize support requests within their Learning Management System (LMS). This role is responsible for handling user inquiries, troubleshooting system issues, and ensuring seamless LMS functionality. The ideal candidate will have strong problem-solving skills, a customer-focused approach, and the ability to collaborate with internal teams to enhance system performance and user experience. This role is a 12 Month FTC with a potential to extend or become permanent.
Key Responsibilities:
1. Manage LMS Support Ticket Queue: Efficiently monitor and prioritize support tickets, ensuring timely responses and resolution of issues.
2. Triage & Assign Tickets: Assess incoming requests, determine their urgency and complexity, and assign them to the appropriate team members or handle directly.
3. Monitor & Ensure SLA Compliance: Track ticket progress, follow up on outstanding issues, and ensure resolution within established Service Level Agreements (SLAs).
4. Analyze & Address Recurring Issues: Identify trends in support requests, develop proactive solutions such as FAQs, user guides, or training materials to reduce repetitive issues.
5. User Communication & Support: Provide clear and professional updates to users regarding ticket status, troubleshooting steps, and resolution timelines.
6. Collaboration & Escalation: Work closely with IT, HR, and Learning & Development teams to escalate complex technical issues and implement solutions.
7. System Maintenance & Optimization: Assist in regular LMS audits, user account management, and configuration updates to ensure optimal system performance.
8. Process Improvement: Continuously review and refine the support ticketing process to enhance efficiency, user satisfaction, and overall service quality.
9. Documentation & Reporting: Maintain accurate records of support activities, generate reports on ticket trends, and recommend improvements.
Experience Required:
1. Bachelor’s degree in Business Administration, Information Systems, Education Technology, or a related field (preferred).
2. 1-3 years of experience in administrative support, helpdesk support, or LMS administration.
3. Familiarity with Learning Management Systems (e.g., Cornerstone, Moodle, SAP Litmos, SuccessFactors, Workday Learning, or similar).
4. Basic troubleshooting of technical issues related to user access, course enrolment, and system errors.
5. Knowledge of ticketing tools (e.g., ServiceNow, Zendesk, Jira) is a plus.
To learn more about this position, apply directly or get in touch at Ricky.brereton@nicollcurtin.com
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