Helpdesk Administrator

Provide responsive and helpful first-line support to practitioners using Dingley’s Promise’s national early years SEND CPD programme, resolving access, registration and technical queries quickly and ensuring a high-quality learner experience., Learner support

• Respond promptly to learner queries via the programme helpdesk, email and any other nominated support channels
• Resolve common issues: account registration, login difficulties, module access, progress queries and completion certificates
• Escalate complex technical issues to the Tech & LMS Lead or the platform provider’s support team
• Maintain a courteous, encouraging and accessible tone in all learner communications - many learners may lack digital confidence
• Track and log all support interactions and outcomes

Digital inclusion support

• Identify learners who may have low digital confidence at the point of initial contact
• Flag these learners to the Tech & LMS Lead and the digital inclusion support partner for targeted additional support
• Follow up with digitally excluded learners to ensure they have received appropriate support and are progressing

Administration

• Maintain accurate records of support tickets, resolutions and escalations
• Produce weekly summary reports of support volumes and common issues for the Project Manager
• Contribute to FAQs and learner guidance documents based on common queries received
• Support the team with general programme administration as required

• Experience in a customer service, helpdesk or administrative support role
• Confident and professional written communicator
• Patient, empathetic approach - able to support users who may be anxious about technology
• Competent with Microsoft Office and standard digital communication tools
• Organised and reliable with good attention to detail
• Able to manage a high volume of queries while maintaining quality and warmth

Desirable

• Experience supporting users of an online learning or digital platform
• Familiarity with the early years or education sector
• Experience using helpdesk ticketing software
• Understanding of digital inclusion challenges for adult learners

Dingley’s Promise is the UK’s largest specialist early years SEND charity, supporting children aged 0-5 with special educational needs and disabilities and their families. We operate twelve specialist centres across England and deliver national training to over 30,000 early years practitioners each year. Our mission is to make sure every child with SEND gets the best possible start in life.

This role sits within a national government-funded programme delivering high-quality online CPD to up to 10,000 early years practitioners across England, in partnership with a consortium of specialist sector organisations.