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# Helpdesk Administrator

- **Company:** Dingley's Promise
- **Location:** Newbury, UK (Remote available)
- **Salary:** £24,000.0
- **Contract:** Temporary contract
- **Skills:** Communication Softwares, Learning Management Systems, Microsoft Office
- **Published:** July 31, 2026
- **Apply:** https://uk.indeed.com/viewjob?jk=78707e8f28c90b73

## About the Role

* 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

## Description

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


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