E-infrastructure

User support in higher education encompasses a wide range of activities aimed at ensuring the smooth and quality use of digital technologies. It includes technical and IT assistance in working with computers, networks, cloud systems and e-learning systems, but pedagogical support also plays an equally important role. The establishment of user support services, available via helpdesk, telephone or online services, provides students and teachers with quick and reliable assistance in solving problems, from basic technical difficulties to more complex system integration issues.

The pedagogical dimension of support is equally important. It includes the development and design of digital teaching content, teacher education on modern teaching methods, and advice on how to select and apply appropriate tools in line with learning outcomes. For example, teachers receive support in designing interactive activities, designing online courses or incorporating open educational resources into teaching. Such services are often provided by specialised support centres at VUs or external experts from SRCE, CARNET or university e-learning centres.

The combination of technical and pedagogical support is essential for the continuous quality of digital learning. It not only ensures the stable operation of the system, but also encourages innovation in teaching, increases the digital competence of teachers and contributes to greater engagement of students. This creates a sustainable and inclusive educational environment that follows the development of technology and the needs of the academic community.

Example: The e-learning team at HEI provides teachers with support in designing courses on Moodle, creating H5P activities, digital assessment and structuring communication channels. The helpdesk system allows for quick reporting of problems, while through cyclical workshops and individual consultations, teachers are trained to use digital tools independently.