Are you ready to take on diverse requests from lecturers and course coordinators regarding education, the online learning environment, video platform and other educational tools? Do you have experience with customer service, a support role for online systems in education or in an academic context? The Education Support Service Desk at the Education Support Centre which is part of Wageningen University (ESSD at ESC-WUR) is looking for a new team member supporting lecturers and course coordinators in their work and contribute to an efficient and effective handling of their requests.

WHAT WILL YOU DO

General responsibilities & tasks

• Participate in the helpdesks; taking questions both by phone and e-mail and handling or referral of questions on the online learning environment Brightspace, video platform YuJa, other learning tools and systems.
• Intake/Request articulation and referral of multi-sided questions.
• Support teachers, in individual/customised sessions, in the use of the online earning environment Brightspace, adherent learning tools, and other education systems. Assist lecturers in structuring, building and improving their course in Brightspace.
• Assist in the development of instruction manuals (Screensteps), Frequently Answered Questions (FAQ), and other information sources such as training materials and instruction video clips
• Contribute to process improvement in order to increase quality of services delivered by the Education Support Service Desk.

Context
The team is part of the Education Support Centre which consists of 7 teams advising and cocreating education with teachers; Online Learning Environment, Educational media, Training and Advice, Digital Assessment, Open & Online, Society based Education and Education Support Service Desk. You will be working in an international and dynamic team, consisting of education supporters guided by a coordinator, In principle you work during Helpdesk opening hours (between 8:00 and 17:30)You work from campus at least one day a week. If presence on campus is not needed, work from home is possible, however you are able and available to come to campus when the work requires this.

• You have good IT skills & digital know-how and are willing and able to acquire new skills with regard to using various (digital) education tools, like the online learning environment.
• You are a pro-active person with strong customer focus, you have good communication skills, are able to convincingly propose ideas and are a knowledgeable sparring partner for lecturers and instructional designers.
• You are analytical, and you know how to approach and solve a problem.
• You are organised, can work with deadlines, and enjoy collaborating with direct team mates and other colleagues.
• Good data analysis and data management skills are a pre.
• Advanced English (C1) is required, technical writing skills and command of Dutch are a pre.

Wageningen University & Research offers excellent terms of employment. A few highlights from our Collective Labour Agreement include:

• sabbatical leave, study leave, and partially paid parental leave;
• working hours that can be discussed and arranged so that they allow for the best possible work-life balance;
• the option to accrue additional compensation / holiday hours by working more, up to 40 hours per week;
• there is a strong focus on vitality and you can make use of the sports facilities available on campus for a small fee;
• a fixed December bonus of 8.3%;
• excellent pension scheme.

In addition to these first-rate employee benefits, you will of course receive a good salary. We are looking for someone who is willing to work 32 hours a week. Depending on your experience, we offer a competitive gross salary of between € 2402,- and € 3026,- for a full-time working week of 38 hours, in accordance with the Collective Labour Agreements for Dutch Universities (CAO-NU) (scale 6). Additionally, a contract for less hours can be discussed.

Wageningen University & Research encourages internal advancement opportunities and mobility with an internal recruitment policy. There are plenty of options for personal initiative in a learning environment, and we provide excellent training opportunities. We are offering a unique position in an international environment with a pleasant and open working atmosphere.

You are going to work at the greenest and most innovative campus in Holland, and at a university that has been chosen as the "Best University" in the Netherlands for the 17th consecutive time.

Coming from abroad
Wageningen University & Research is the university and research centre for life sciences. The themes we deal with are relevant to everyone around the world and Wageningen, therefore, has a large international community and a lot to offer to international employees. Applicants from abroad moving to the Netherlands may qualify for a special tax relief, known as the 30% ruling. Our team of advisors on Dutch immigration procedures will help you with the visa application procedures for yourself and, if applicable, for your family.
Feeling welcome also has everything to do with being well informed. Wageningen University & Research's International Community page contains practical information about what we can do to support international employees and students coming to Wageningen. Furthermore, we can assist you with any additional advice and information about helping your partner to find a job, housing, schooling, and other issues.

Wageningen University & Research

The mission of Wageningen University & Research is "To explore the potential of nature to improve the quality of life". Under the banner Wageningen University & Research, Wageningen University and the specialised research institutes of the Wageningen Research Foundation have joined forces in contributing to finding solutions to important questions in the domain of healthy food and living environment. With its roughly 30 branches, 7,200 employees (6,400 fte) and 13,200 students and over 150.000 participants to WUR's Life Long Learning, Wageningen University & Research is one of the leading organisations in its domain. The unique Wageningen approach lies in its integrated approach to issues and the collaboration between different disciplines.

Read the 5 reasons why your future colleagues enjoy working at WUR and watch this video to get an idea of our green campus!

We will recruit for the vacancy ourselves, so no employment agencies please. However, sharing in your network is appreciated.