UK

United Kingdom · Learning and development · Entry Level (0-2 years)

Associate Performance Support Administrator

Here is the whole job, in plain words. What it is, what you decide, how you're judged, how people get here and where they go next. Then the part no course gives you: twelve AI tutors who learn your work.

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  • Experience bandEntry Level (0-2 years)
  • Direct reportsNo direct reports
  • Reports toPerformance Support Administrator
  • UK framework levelUsually someone starting out, or keeping a process running

Also advertised as Learning Systems Assistant · L&D Coordinator · Training Support Specialist

Built on 43,079 real UK job descriptions we analysed · grounded in what real qualifications cover

Two short quizzes about you

1From this job to a course

The qualifications matched to this job

NQual Level 3 Diploma in Supporting Teaching & Learning NQual · Level 3 · covers 1 of 10 standards
TQUK Level 3 Diploma in Specialist Support for Teaching and Learning in Schools (RQF) Training Qualifications UK Ltd · Level 3 · covers 1 of 10 standards
Focus Awards Level 2 Certificate in Supporting Teaching and Learning in Schools (RQF) Focus Awards Limited · Level 2 · covers 1 of 10 standards
Highfield Level 2 Diploma for Early Years Practitioners (England) (RQF) Highfield Qualifications · Level 2 · covers 1 of 10 standards
NCFE CACHE Level 3 Certificate in Supporting Teaching and Learning NCFE · Level 3 · covers 1 of 10 standards

Matched from the standards this job is measured against: a suggestion, not an official ruling.

The units you would start with

Support children and young people during learning activities NQual Level 3 Diploma in Supporting Teaching & Learning
Support learning and development within own area of responsibility TQUK Level 3 Diploma in Specialist Support for Teaching and Learning in Schools (RQF)
Support learning activities Focus Awards Level 2 Certificate in Supporting Teaching and Learning in Schools (RQF)
Support the Learning and Development of Babies and Young Children through Activities, Purposeful Play and Educational Programmes for Early Years Practitioners Highfield Level 2 Diploma for Early Years Practitioners (England) (RQF)

The future skills this job leans on

AI Fluency working with AI as a thinking partner
AI Governance Fluency using AI responsibly
Your Plan Illustration

Built for Associate Performance Support Administrator

4 units that map to this job, from the qualifications that cover it.

  1. Support children and young people during learning activities NQual · covers 1 of 10 standards Level 3
  2. Support learning and development within own area of responsibility Training Qualifications UK Ltd · covers 1 of 10 standards Level 3
  3. Support learning activities Focus Awards Limited · covers 1 of 10 standards Level 2
  4. Support the Learning and Development of Babies and Young Children through Activities, Purposeful Play and Educational Programmes for Early Years Practitioners Highfield Qualifications · covers 1 of 10 standards Level 2
These are the real units behind this job, in the order they rank for it. Nothing here is marked done, because this plan has not been started by anyone yet. Yours would fill in as you go.

2AI and this work

Will AI change your work as an Associate Performance Support Administrator?

Nobody can say exactly how. Here is what this job is being asked for next, and where to start.

The new skills this role is being asked for

  • Basic Prompt Engineering for Support
  • Introduction to Learning Experience Design (LXD)
Why each one is rising

The future skills this job leans on

We'll only ever tell you what we can actually back up. No hype, no scare tactics.

What happens when you start

Next, a free account. We build your Associate Performance Support Administrator plan as you set up, starting with the free AI Fluency module. No card.

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Keep this read. One email with what AI is changing in this job, the new skills it asks for and where to start free. Nothing else follows unless you confirm your address.

3What this role really is

This job supports colleagues when they run into problems with learning platforms and tools. It means helping people, from new starters to senior staff, use courses and systems without trouble.

4What you'd actually use

The tools this job runs on, and how well you'd need to know each one.

LMS/LXP (e.g., Cornerstone OnDemand, Workday Learning) Intermediate

Managing user accounts, publishing courses, running standard reports, troubleshooting Tier 1 user issues within the platform.

Microsoft Excel Intermediate

Cleaning exported CSV data, using VLOOKUPs to match data, creating simple PivotTables for basic reporting.

Ticketing/PM Tools (e.g., Jira Service Desk, Asana) Intermediate

Managing your personal queue of support tickets, documenting solutions, tracking the status of content uploads or small tasks.

Authoring Tools (e.g., Articulate Rise/Storyline) Basic

Uploading and testing SCORM/xAPI packages from designers, identifying obvious publishing errors (e.g., course not launching).

Digital Adoption Platform (DAP) (e.g., WalkMe, Whatfix) Basic

Launching pre-built guides for users, monitoring basic analytics on whether guides are being completed.

HRIS (e.g., Workday HCM, SAP SuccessFactors) Basic

Understanding how user data flows from HR into the LMS, manually correcting user profile discrepancies if the feed goes wrong.

5What you get to decide, and how that grows

Power in a job isn't your title. It's what you're allowed to decide. Here's how it grows as you move up.

The choiceComing in Where you are nowThe step above
User Account Management (e.g., password reset, profile update) Execute based on documented procedures. Escalate if the issue is complex (e.g., account locked due to system error, not user mistake). Independently resolve most issues. Decide when to involve IT for deeper technical problems or HR for sensitive data changes. Design and implement automated user management workflows. Define data governance rules for user profiles. Approve exceptions to standard procedures.
Course Publishing & Content Updates Upload and publish content following strict checklists. Flag any content that doesn't meet technical specifications or naming conventions to your manager. Take ownership of the end-to-end publishing process. Advise content designers on best practices for SCORM/xAPI packaging. Troubleshoot minor content display issues. Define and enforce content publishing standards. Lead UAT for major content launches. Make recommendations for new content types or platforms.
Support Ticket Prioritisation Follow established guidelines for prioritising tickets (e.g., 'all login issues are high priority'). Escalate any critical issues (e.g., system outage) immediately. Independently prioritise your own ticket queue. Identify and flag recurring issues that might need a broader solution. Analyse ticket trends to identify root causes. Propose system changes or knowledge base articles to reduce ticket volume. Define team-wide SLA targets.
Reporting Requests Run pre-defined reports from the LMS. Export data and perform basic clean-up in Excel. Escalate requests for custom reports. Build basic custom reports and dashboards using tools like Power BI or Tableau. Interpret data for common L&D metrics. Design complex learning analytics dashboards. Integrate learning data with other business systems. Present insights to L&D leadership.

6How you'll be judged

The scoreboard, and what is not on it. The hard targets, how often each is actually looked at, and the quiet signals that never reach a dashboard.

Tier 1 Ticket Resolution Time
How quickly you close basic support tickets (e.g., password resets, course access issues).
Target · 85% of tickets resolved within 4 business hours

If 100 tickets come in, you'd aim to sort 85 of them within half a day. We'll check the average time from when a ticket lands to when you mark it as done.

User Data Entry Accuracy
The precision of manual user account updates or enrolments you handle.
Target · 99% accuracy rate

Out of 100 new user profiles you set up or update, only one or fewer should have a mistake (wrong email, incorrect department). We'll do spot checks.

Course Publishing Turnaround
The time it takes to get a new course live on the LMS once you've received all the final, approved content.
Target · 95% published within 24 hours

If a content designer gives you a finished SCORM package on Monday morning, it should be live for learners by Tuesday morning, unless there's a technical glitch you've flagged.

Learner Satisfaction with Support
How happy our colleagues are with the help they get from you.
  • We'll look at feedback from our post-support surveys (the 'how did we do?' emails). We'll also listen to calls or read ticket responses to see if you're clear, patient, and helpful. The goal is for people to feel heard and helped, not rushed or confused.
Adherence to L&D Processes
How well you follow our established checklists and procedures for tasks like course uploads or user management.
  • Your manager will regularly review your work, checking that you've completed all steps in our internal guides, used the right naming conventions, and documented everything properly. It's about consistency and making sure we don't miss anything important.
Proactive Problem Spotting
Your ability to notice patterns in support queries or system behaviour and flag them up, rather than just fixing individual issues.
  • We'll see if you bring ideas to your manager like, 'I've had three people ask about X this week
  • maybe we need an FAQ?' or 'I noticed the HRIS feed seems to be missing data for new starters from department Y.' It shows you're thinking beyond the immediate fix.

7Would you like it

Both sides. What people enjoy, and what grinds them down.

What people enjoy
Helping People Succeed

You'll get a real buzz from resolving a colleague's login issue or guiding them to the right course, knowing you've removed a barrier to their learning. Seeing positive feedback on your support tickets will be genuinely rewarding.

Getting an email back saying, 'Thanks so much, that was so clear and helpful!' after you've walked someone through a tricky process.

Structured & Organised Work

You'll enjoy the routine of managing support tickets, following clear processes for content uploads, and keeping user data tidy. A well-organised system and a clear to-do list will make you feel productive and in control.

Successfully clearing your support queue by the end of the day, knowing every issue has been addressed or escalated properly.

Learning New Systems & Tech

You'll be keen to get under the bonnet of our LMS, understanding its features and quirks. You'll enjoy the challenge of figuring out why something isn't working and learning how to fix it, becoming a real expert in the tools we use.

Discovering a new feature in the LMS that makes a common task quicker, and then sharing that with your manager.

What frustrates people
  • Being the default 'IT Helpdesk' for L&D, getting blamed for slow networks or forgotten passwords.
  • Inheriting messy, inconsistent data or 'zombie' courses from years ago that no one wants to delete.
  • Explaining the same basic technical issue (e.g., 'clear your cache') multiple times a day.
  • Manually doing tasks that feel like they should be automated, but aren't (yet).
  • Chasing colleagues for information or approvals to get content live on time.
What this role does not give you
  • High-level strategic decision-making – that comes later.
  • A constant stream of brand-new, never-done-before projects every week.
  • Complete freedom to ignore established processes or naming conventions.
  • An escape from dealing with frustrated users; it's part of the job, unfortunately.

8Who you work with

This role directly impacts the efficiency and effectiveness of our entire learning ecosystem. Your work ensures that employees can access and complete their training, which is vital for compliance, skill development, and overall productivity. A smooth learning experience means less frustration and more engagement across the company.

Inside the business
  • All employees (our learners)
  • L&D Content Designers
  • L&D Programme Managers
  • IT Helpdesk (for system integrations)
  • HR Operations

9What you need before you start

Not a wish list. The things you would be expected to already have.

  • Strong general computer literacy – you should be comfortable navigating different software, using email, and basic office applications.
  • Some experience in a customer service or administrative support role (even retail or hospitality counts!) where you've had to help people solve problems.
  • A genuine willingness to learn new technology and processes, even when they seem a bit fiddly at first.
  • The ability to work effectively in a team, asking for help when you need it and offering it when you can.

10What to practise next

Where the job is going, and what to do about it starting this week.

Advanced LMS Configuration

As you gain experience, you'll move beyond basic user management to understanding how to set up more complex groups, learning paths, and automation rules within the LMS. This lets you do more without needing a senior colleague.

Dynamic Audience Rules · Learning Path Creation · Automated Notifications · System Integrations (Basic)

  • This week: Ask your manager to show you how a dynamic audience rule is set up for a common training programme.
  • This month: Spend some time exploring the 'admin' sections of the LMS (if you have permissions) to see what options are available.
  • Month 2: Shadow a senior colleague when they're configuring a new learning path or troubleshooting an integration issue.
  • Month 3: Propose a small automation rule that could save time on a repetitive task you currently do manually.

Quick win: Offer to take notes during a meeting where a senior colleague is discussing LMS configuration; you'll learn a lot just by listening.

11Staying current once you are in

What people here do to keep up
  • Online courses on customer service best practices or technical troubleshooting.
  • Joining L&D or learning technology communities (e.g., LinkedIn groups, local meetups) to learn from others.
  • Attending internal workshops on our specific learning platforms or HR systems.
  • Reading industry blogs or articles about learning technology trends.

12The rising capability

The rising capability

Zavmo analysis

What's rising in its place

This is where the work is heading, and the higher pay with it. Get fluent here and the shift stops being a threat and starts being your edge.

Basic Prompt Engineering for Support

AI tools are getting better at helping with customer support. Learning how to ask AI the right questions will make you much faster at drafting responses, summarising issues, and finding solutions.

  • Clear & Concise Prompting
  • Contextual Information
  • Output Review & Refinement
  • Ethical AI Use

Introduction to Learning Experience Design (LXD)

Even in a support role, understanding why content is designed a certain way helps you troubleshoot better and suggest minor improvements. It's about thinking like the learner, not just the system.

  • Learner Journey Mapping
  • Usability Principles
  • Feedback Loops
  • Accessibility Basics

13What you’ll use

What you’ll use

Skills this role draws on

Technical

  • Learning Technology Standards (SCORM/xAPI)
  • Kirkpatrick Model of Evaluation (Level 1)
  • User Acceptance Testing (UAT) Management
  • Data Governance & Privacy (Basic PII)
  • Learning Analytics & Reporting (Basic)
  • Workflow Automation (Following Rules)

14The pathway

The pathway

How you actually get there, here

How you become one varies far more by country than what one does. This is the UK route. Most people take one of these ways in; the right one depends on where you're starting from.

  1. 1

    Office Administrator / Assistant

    1-2 years

    Skills to master

    • Organisation, attention to detail, handling multiple tasks, basic IT literacy, communicating with colleagues.

    You're ready to move on when

    • You're the go-to person for sorting out office tech glitches.
    • You enjoy creating and following clear processes for administrative tasks.
    • You get satisfaction from helping colleagues with their day-to-day problems.
  2. 2

    Customer Service Representative / Helpdesk Support

    1-2 years

    Skills to master

    • Problem-solving under pressure, patient communication, de-escalation, documenting issues, using ticketing systems.

    You're ready to move on when

    • You're calm and logical when dealing with frustrated customers.
    • You enjoy the challenge of diagnosing and fixing technical problems.
    • You're excellent at explaining complex things in simple terms.
  3. 3

    IT Support Technician (Tier 1)

    0-1 year

    Skills to master

    • Technical troubleshooting, system diagnostics, network basics, user account management, IT security awareness.

    You're ready to move on when

    • You're comfortable with IT systems and enjoy figuring out how they work.
    • You have a knack for following technical procedures and checklists.
    • You're interested in applying your technical skills specifically to learning platforms.

15Where this role leads

The long view: This work can lead to a senior support role, a systems analyst role, or a management role overseeing learning technology.

The ten Future Fluencies

Zavmo analysis

The credential is what you can do today. These are what keep you valuable.

A qualification proves you can do the job as it's defined today. These ten are what decide whether you're still the obvious person for it in five years. They're the capabilities employers are now writing into senior roles faster than people are learning them. Zavmo weaves them through whatever you study, so you come out with both: the credential and the fluency.

The highlighted ones are the Fluencies your role leans on hardest, from how Associate Performance Support Administrator is actually changing.

Where it leads

Roles this leads to

How you would learn this

One to one, on the work you already do

A tutor sets the task against your own job and marks the reasoning, at your pace. There is no cohort to fall behind.

A lesson from Support children and young people during learning activities, worked against Associate Performance Support Administrator.

Support children and young people during learning activities Level 3

Applied to your work in Associate Performance Support Administrator

This unit aims to enable learners to effectively support children and young people during learning activities. Learners will contribute to planning, prepare resources, provide guidance and encouragement, observe and report on progress, and contribute to the evaluation of learning activities.

How the thinking builds
  1. 1 Remember
  2. 2 Understand
  3. 3 Apply
  4. 4 Analyse
  5. 5 Evaluate
  6. 6 Create
An illustration of a Zavmo lesson, built from this role’s own route. The unit, its objective and every criterion above are the awarding body’s own words, not an example.

It is £70 a month, billed monthly. Your free first module is Future Fluency, and you can cancel any time.

See Your Progress Grow Illustration
Associate Performance Support Administrator
  • Learning Technology Standards (SCORM/xAPI)
  • Kirkpatrick Model of Evaluation (Level 1)
  • User Acceptance Testing (UAT) Management
  • Data Governance & Privacy (Basic PII)
  • Learning Analytics & Reporting (Basic)
  • Workflow Automation (Following Rules)
This is your Mind Palace on learn.zavmo.ai. Every skill above comes from this role's own record, not an example borrowed from another job. A node lights up when you evidence it, and what you build stays yours between jobs. That is the part a course cannot do.

16The detail, folded away

Everything else the record holds

The career branches in full, how AI is already showing up in the day-to-day, and the questions people ask about this job. Here when you want them, out of the way while you decide.

Where it leads next, rung by rung

Where it leads

The career path, and where it branches

Associate Performance Support Administrator is a start, not a ceiling. Each step below asks for new skills and hands back more autonomy.

  1. Performance Support Administrator (Level 2)

    2-3 years

    This is the natural next step, where you'll take on more ownership and independence. You'll move from following instructions to managing entire processes.

    • Advanced LMS Features Configuring complex user groups, learning paths, and automation rules.
    • Custom Reporting Building basic dashboards in Power BI or Tableau.
    • Troubleshooting Integrations Diagnosing issues between the LMS and other systems (e.g., HRIS feeds).
    • Content Debugging Identifying why a SCORM package isn't tracking correctly.
Working with AI on the job

Working with AI

Where AI is starting to help

Let's be real, a lot of admin work can be a bit of a slog. But what if you could offload some of the repetitive stuff to clever tech? That's where AI comes in. It's not about replacing you; it's about giving you superpowers.

Imagine having a digital assistant that handles the mundane, freeing you up to focus on the more interesting problem-solving and helping colleagues with trickier issues. We're already seeing how AI can transform how we manage learning platforms, and as an Associate, you'll be at the forefront of using these tools to make your job easier and more impactful.

Intelligent Ticket Triage & Draft Responses

AI can scan incoming support emails, instantly figure out if it's a password reset or a course access problem, and even draft a polite, helpful response with a link to the right FAQ. You'll just need to quickly review and send. Think of the time saved on those common, repetitive queries!

Automated User Communications

Need to send out a quick email about a system update or a new course launch? AI can whip up a clear, friendly draft in seconds. Just give it a few bullet points, and it'll handle the tone and structure, leaving you to fine-tune it. No more staring at a blank screen trying to figure out how to phrase things.

Smart Content Curation (Basic)

When you're looking for existing knowledge base articles or FAQs to link to in a support response, AI can quickly search and suggest the most relevant ones. It helps you find the right information faster, ensuring you're always giving colleagues the best advice.

Basic Report Summarisation

After you've pulled a completion report from the LMS, AI can quickly summarise the key findings or highlight any unusual trends. It won't do the deep analysis, but it'll give you a head start on understanding what the numbers are telling you, saving you time on initial review.

Common questions

Common questions

How do you become an Associate Performance Support Administrator?

Common routes in include Office Administrator / Assistant (1-2 years), Customer Service Representative / Helpdesk Support (1-2 years) and IT Support Technician (Tier 1) (0-1 year). Times vary with prior experience.

Where can an Associate Performance Support Administrator progress to?

This role can lead on to Performance Support Administrator (2-3 years), depending on the skills you build.

What new skills matter most for an Associate Performance Support Administrator?

Increasingly, Basic Prompt Engineering for Support and Introduction to Learning Experience Design (LXD). These are the skills our record of this role lists as growing.

Free tools

Want a read on where you stand?

Three free tools, no account needed. Each one ends with a role, a level and a way in.

Read the Zavmo manifesto to understand how you will be taught Meet your tutors

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17Where to go from here

Other roles at Level 2

Same depth of qualification, different job. Useful if the work appeals but this particular role does not.

 More jobs in learning and development

Stay in the field you know and move sideways rather than up.
If you leave this industry

The skills involved, including learning technology, data management and user support, transfer to other settings. This can lead to broader IT support roles, HR systems administration, or learning technology roles in sectors such as education or healthcare. Demand for people who understand digital learning systems continues to grow.

This role profile is © 2026 Growth Engineering Technologies Ltd. Built from UK occupational standards and regulated qualification data, and written for Zavmo.

You're not behind. You're right on time. The shift is only just beginning. Your role won't look the same in two years. Be the one who leads the change, not the one it happens to. Start my free AI Fluency module What happens next: a free account, then we build your plan as you set up. No card. Build your plan, see your roadmap and meet the twelve tutors matched to you. All free. When you're ready to start learning, it's £70 a month, billed monthly. Cancel any time and billing stops.