VLE Helpdesk & Support Analyst - RGU07597

Posting date:	05 September 2025
Salary:	£33,002.00 to £34,610.00 per year
Hours:	Full time
Closing date:	21 September 2025
Location:	Aberdeen, AB10 7GJ
Remote working:	On-site only
Company:	Robert Gordon University
Job type:	Permanent
Job reference:	RGU07597

Summary

Job Summary

Robert Gordon University (RGU) is widely recognised as a distinctive part of Aberdeen and Scotland’s education landscape. Every one of our employees makes their own unique and equally important contribution to our success, at every level of our operation.

The Academic Quality and Learning Enhancement department is responsible for the enhancement, support and operation of RGU’s Virtual Learning Environment (VLE), which is based on Moodle.

The VLE is used to support teaching, learning and assessment on all RGU courses, and has an active user community of over 16000 staff and students providing helpdesk support and VLE maintenance via an ongoing Moodle enhancement plan.

As VLE Helpdesk & Support Analyst you will join AQLEs Digital Learning Team to:

- Handle support requests relating to the use of the RGU VLE an other learning technologies.

- Analyse queries and provide assistance and problem resolution for staff and student users in the use of Moodle and related VLE tools.

- Undertake platform administrative tasks to ensure smooth running of the VLE and in preparation for the start of the new academic year and semesters.

- Keep online help and user guides current and in step with developments.

You'll have excellent oral and written communication skills, be calm under pressure and very client focussed. Ideally, you'll have professional working experience in a helpdesk/customer services role, supporting the use of online services and experience of working in a support function within higher education would be an advantage.

You will benefit from a generous pension scheme, 46 days annual leave (including statutory days) an onsite nursery and sports centre, as well as a range of voluntary health and travel benefits.

We are committed to attracting and engaging a diverse range of staff and fostering a culture where everyone feels welcome, comfortable to express their ideas, and can reach their full potential. For more information, please visit Our Diverse Workforce pages.

As per the UKVI immigration rules, this role may be eligible for sponsorship under the Skilled Worker route. Sponsorship under this route is dependent on factors specific to the applicant and if tradeable points can be used under the rules.

Job Description

RESPONSIBLE TO: VLE CO-ORDINATOR

RESPONSIBLE FOR: NO DIRECT REPORTS

PURPOSE OF POST:

• Support the successful operation of the University Virtual Learning Environment (VLE) – Moodle and associated learning technologies in accordance with the academic year. This includes support for platform upgrades and enhancements, preparation for new academic years, semesters and assessment diets, thus ensuring a high-quality teaching and learning experience for staff and students.

• Provide effective support and problem resolution for staff and students, through provision of guidance and training, and through responding to queries received by the VLE Helpdesk. Support requests include:

• The use of Moodle and our other supported learning technologies for example Panopto, Brickfield, Turnitin, and MyPortfolio;

• Advice on effective implementation of VLE technologies and features for teaching, learning and assessment purposes in alignment with institutional guidance and standards.

• Integration of Moodle with student records systems. Given the increased centrality of these technologies, and the increased number and range of learning technologies for use within teaching and learning, this role plays an important part in the staff and student experience at RGU.

PRINCIPAL DUTIES:

1. Draw on expert technical knowledge to provide problem resolution support for academic and professional colleagues in Schools and Departments to support their use of Moodle for teaching, learning, and assessment purposes. Recommend and advise on solutions with colleagues in the Digital Learning Team, Schools and Departments to enhance the student digital learning and assessment experience.

2. Use knowledge of problems and queries logged to take proactive steps to improve future guidance and support, and to inform the ongoing enhancement of digital learning infrastructure and adoption of specific learning technologies.

3. Log issues and queries in service desk software and use escalation procedures to involve colleagues in the team, other support departments and external technology providers in problem resolution.

4. Contribute to the enhancement and maintenance of the University’s VLE, through application testing, undertaking maintenance procedures such as account management and academic year rollover, content archiving, and reporting on usage of various components of the VLE according to the cycle of academic year.

5. Produce and maintain high quality online guidance material for students and staff in the effective use of Moodle, Panopto, Turnitin and MyPortfolio, and keeping these up to date as upgrade and new features are adopted.

6. From time-to-time, you will provide training to staff and students in the use of our VLE and associated learning technologies, either in-person or online, to improve their awareness, understanding and skills in the use of VLE features and associated learning technologies for effective teaching and learning.

Person Specification

ESSENTIAL REQUIREMENTS

Qualifications and Professional Memberships

First Degree Educated to Degree level or equivalent (preferably in an Information Management/Technology related discipline).

Knowledge

• Knowledge and experience of using a virtual learning environment or equivalent from a support or administrative perspective.

• A good working knowledge of Microsoft Office, Teams and Windows and demonstrable experience of using learning technology applications.

Experience

• Demonstrable experience of working in a busy Helpdesk/user support role providing excellent customer service.

• Experience of applying and improving standardised procedures and administration using online tools.

• Experience of resolving user problems related to access to, and use of websites.

DESIRABLE REQUIREMENTS

Knowledge

• Knowledge and experience of using a Moodle VLE from a support/ administrative perspective.

• Knowledge of web-based content tools such as SharePoint and/or data reporting tools.

• Awareness of current trends and developments in digital teaching and learning.

Experience

• Experience of using an IT service management tool or Helpdesk software.

• Supporting staff and student users in a higher or further education environment

Behaviours

Behaviour 1: Communication Ability to receive, understand and convey information requiring careful explanation and information of a complex or conceptual nature, in a clear and accurate manner.

Behaviour 2: Service Delivery Experience of giving customers a positive and satisfactory service, by providing accurate and up to date knowledge of services available in own and related areas of work.

Behaviour 3: Initiative and Problem Solving Experience of using initiative and creativity to resolve problems, identifying practical and suitable solutions.

Behaviour 4: Liaison and Networking Experiences of: circulating information in an accurate and timely manner; working across team boundaries to build and strengthen working relationships; leading and developing internal networks to pursue a shared interest.