IT Onsite

The MyAcademy Regional Admin is responsible for providing first level support for the platform users. This role manages requests to be executed on MyAcademy and supports the maintenance and upkeep of the regional instance of the MyAcademy platform.

Missions:

• Assists L&D teams and Learners as the initial point of contact by answering inquiries and providing immediate resolution or redirection to escalated support resources
• Monitors My Academy Regional ITSMC queues to provide support to the respective regional needs
• Works with the L&D teams to troubleshoot and resolve technical issues related to accessing the LMS and course content
• Identifies and communicates opportunities for process and quality improvements, providing feedback on usage, defects, and suggested enhancements
• Manages and maintain the Learning Catalogs
• Grants or revoke requested admin rights and analytics access
• Resets learner quizzes (or support site or local representatives to do so)
• Support site or local representatives to archive terminated courses
• Collaborates with the L&D teams on user/learner training.

SKILLS, BEHAVIORS & KNOWLEDGE:

• Critical thinking and problem-solving skills
• Troubleshooting skills
• Service-oriented and ability to deliver excellent customer service
• Good listening skills and patience to work with all types of employees
• Responsive and positive attitude
• Tech Savvy and ability to gain new technical skills quickly
• Strong oral and written communication skills; ability to communicate complex technical concepts in layman’s terms.