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Agent guide: [/agents.md](https://www.wearedevelopers.com/agents.md). --- # Student/IT Support Officer - **Company:** Uk business college - **Location:** Leicester, UK - **Contract:** Permanent contract - **Skills:** Software Applications, System Configuration, Learning Management Systems, Elearning, Virtual Learning Environments, Web Platforms, Data Logging, Software Troubleshooting, Computer Equipment, Network Support - **Published:** October 19, 2026 - **Apply:** https://www.indeed.com/viewjob?jk=be014e0f679fa101 ## About the Role * Experience in a student-facing, customer-facing or client-support role. * Strong interpersonal and communication skills, with the ability to respond empathetically, professionally and confidentially. * Good organisational, record-keeping and follow-up skills, with attention to detail. * Confidence in guiding users through digital platforms, online accounts or learning systems; experience supporting a VLE is an advantage. * Ability to explain access and navigation steps clearly to people with different levels of digital confidence. * Ability to remain calm and solution-focused when responding to challenging, sensitive or time-critical enquiries. * Ability to work collaboratively with academic and professional services colleagues and to refer matters appropriately. * Ability to follow established processes, policies and escalation routes, recognising the limits of the role. * Working knowledge of standard digital tools and email, and willingness to learn UKBC's systems and procedures. * Commitment to equality, diversity, inclusion, safeguarding, confidentiality and a positive student experience. * Flexibility to work evenings and weekends where required by student and College needs., * A relevant degree or equivalent professional experience, ideally in student support, education, customer service, digital learning or a related area. * Experience working in a higher education or further education setting. * Experience supporting students with VLE login, account-access, course-area or online learning navigation issues. * Understanding of issues that may affect students, including wellbeing, disability, neurodivergence and financial or social pressures. * Awareness of relevant policies and procedures, including data protection, safeguarding, equality, diversity and inclusion. * Experience supporting induction, student events, workshops or engagement activities. ## Description The Student & IT Support Officer provides a responsive, student-centred first point of contact for students requiring administrative, pastoral, welfare or wellbeing support, alongside practical assistance with access to UKBC's digital learning environment. The post holder will help students navigate college processes, understand where to seek help, and resolve routine issues that may affect their engagement, participation or progress. The digital support element of the role is focused specifically on student access and use of the Virtual Learning Environment (VLE) and related learning platforms. This includes assistance with login and password-access issues, account access, locating course materials, accessing online learning resources and reporting or escalating platform-related problems. The role does not include the repair, maintenance or troubleshooting of computer hardware, devices, networks or general software applications. Based at UKBC's Leicester campus, the post holder will work closely with the Campus Dean, Student Support, Registry, Academic Support, lecturers and other relevant colleagues to ensure students receive timely, appropriate and joined-up support. Sensitive, specialist or complex matters must be referred through the College's established procedures. Key Duties and Responsibilities Student Advice, Guidance and Administration * Act as a first point of contact for students seeking assistance with administrative, personal, welfare or wellbeing concerns, providing a professional, empathetic and non-judgmental response. * Respond to student enquiries in person and through appropriate communication channels, including email and telephone, and explain relevant College processes clearly. * Guide students on relevant procedures relating to extensions, mitigating circumstances, appeals, interruptions, withdrawals and complaints, referring decisions or complex cases to the authorised team. * Work with students to understand and resolve routine concerns at an early stage, escalating sensitive, unresolved or formal matters to the Campus Dean or appropriate colleague. * Provide signposting and practical guidance on relevant student processes, including Student Finance or Student Loan Company queries where applicable, without making decisions outside the role's authority. Student Welfare, Wellbeing and Inclusion * Provide an accessible first point of contact for students who raise concerns about wellbeing, financial hardship, housing, bullying, harassment or other personal circumstances, while recognising the limits of the role. * Refer to safeguarding concerns, urgent welfare matters and specialist support needs promptly through UKBC's established procedures and appropriate internal or external services. * Work collaboratively with Student Support, Academic Support, Personal Academic Tutors, Registry, and other colleagues to coordinate appropriate support for students. * Support student interviews or discussions where additional needs or reasonable adjustments may need to be identified, ensuring relevant information is referred to the appropriate colleague, and agreed adjustments are communicated appropriately. * Signpost students to relevant disability support and Disabled Students' Allowance (DSA) information where applicable, and support access to agreed arrangements within the post holder's remit. * Contribute to induction, wellbeing activities, student engagement events and initiatives that promote inclusion, belonging and student success. VLE and Digital Learning Access Support * Provide first-line guidance to students experiencing difficulties logging in to the VLE or accessing their learning accounts, including guidance on password-reset and account-recovery processes approved by UKBC. * Help students navigate the VLE, locate their course areas, modules, learning materials, announcements, assessment information, submission links and other relevant learning resources. * Assist students with routine access and navigation queries relating to online learning platforms used by UKBC, including explaining the correct steps to access course content and participate in online learning. * Establish the nature of reported VLE access issues, gather relevant information and follow UKBC's agreed process for reporting or escalating problems that cannot be resolved through basic user guidance. * Liaise with Registry, Academic Support, lecturers, the relevant platform administrator or other authorised colleagues where access permissions, missing course areas, enrolment synchronisation or platform configuration may be involved. * Maintain clear records of recurring VLE issues and student queries, identify common barriers to access and share patterns with the relevant colleagues to support service improvements. * Provide patient, clear and accessible guidance to students with differing levels of digital confidence, helping them develop the confidence to access and use the VLE independently. * The IT support remit is limited to student-facing access and navigation support for the VLE and related learning platforms. It does not include hardware repairs, device configuration, network support, software installation, general software troubleshooting or technical maintenance. Attendance, Engagement and Student Success * Monitor student engagement and attendance information where assigned, identify students who may be at risk of disengagement and refer concerns for timely follow-up. * Record support interactions and agreed follow-up actions accurately, ensuring that relevant colleagues are informed where student participation or progress may be affected. * Help students understand where to access academic guidance, learning resources and support services that can assist their engagement and progression. * Contribute to gathering student feedback and capturing the student voice, highlighting recurring concerns or opportunities to improve the student experience. Records, Communication and Confidentiality * Maintain accurate, timely and confidential records of student enquiries, support provided, referrals and follow-up actions in accordance with UK GDPR, the Data Protection Act 2018 and UKBC policies. * Handle personal and sensitive information discreetly, sharing it only with authorised colleagues and where appropriate under College procedures. * Communicate clearly and professionally with students and colleagues, ensuring that students understand next steps, expected follow-up and the appropriate point of contact. * Use approved College systems and procedures to record and manage enquiries, and escalate risks or issues that are beyond the post holder's remit. Induction, Events and Teamwork * Support student induction, enrolment-related activity, open days, workshops and student engagement events as required. * Work collaboratively across academic and professional services teams to provide a coordinated response to student needs. * Participate in team meetings, relevant training and continuing professional development, and contribute ideas for improving student support and VLE access guidance. * Undertake other reasonable duties consistent with the purpose and level of the role., * Uphold UKBC's values, policies, procedures and professional expectations. * Promote equality, diversity, inclusion, accessibility and fair access to learning. * Comply with safeguarding, health and safety, confidentiality, data protection and information-security requirements. * Work cooperatively and flexibly with colleagues across the College in line with the needs of the role and service. * Engage in continuing professional development and undertake other reasonable duties consistent with the purpose and level of the post. Reporting and Performance Expectations The post holder reports to the Campus Dean and is expected to maintain effective communication with the Campus Dean and relevant colleagues. Performance will be considered against the quality and timeliness of student support; appropriate handling and referral of welfare concerns; accuracy of records and follow-up; responsiveness to VLE access and navigation queries; adherence to confidentiality and College procedures; and contribution to student engagement and continuous improvement. Specific objectives and measures will be agreed with the line manager. Review of Job Description This job description outlines the principal duties and responsibilities of the post and is not intended to be exhaustive. The post holder may be required to undertake other reasonable duties within the scope and level of the role. The job description will be reviewed periodically, including as part of the annual review process, to ensure that it remains aligned with UKBC's operational requirements. Any changes will be discussed with the post holder and managed in accordance with College policies and procedures. The post holder must respect the confidentiality of information held electronically or by other means, in accordance with the UK General Data Protection Regulation (UK GDPR), the Data Protection Act 2018 and relevant UKBC policies. Job Types: Full-time, Permanent