Campus Customer Support Administrator IT Services

Job Description

This temporary role provides a diverse range of administrative support within the Campus Customer Support (CCS) Operations team. The role is expected to support the CCS Team in the deliverance of a very busy customer facing IT service. This is a temp role for approximately 3 months and we will be paying £17.22 per hour plus holiday pay.



Job purpose



The post-holder is required to contribute to the delivery of a high quality, customer focused, robust, resilient, responsive and secure customer focused IT Services, contributing to the achievement of the IT and University Strategic aims and goals.



Main duties and responsibilities




  • Oversee and provide administrative support to the current 11 Ambassadors and aid to the CCS Manager that is currently performing this role

  • Document the processes and procedures associated with this role.

  • Provide Administrative support for Device Refresh and PGR rollouts.

  • Document and update CCS SharePoint site with all associated documentation for the 2nd line team

  • Provide administrative support for the CCS Managers and Head of Operations and Service Management

  • Provide oveesite of tickets for the CCS Operations team



Qualifications

GCSE's/A level



Relevant course/qualification



Skills

  • Relevant experience in similar or related role

  • Able to respond to varied requests from customers and staff delivering a high quality, customer focused service

  • Demonstrate experience of office administration duties

  • Experience of IT service delivery in an academic/research environment.

  • Working knowledge of relevant work systems, equipment, processes and procedures

  • Excellent knowledge of Microsoft Office Professional

  • Work accurately with established processes and procedures, to deliver a quality customer experience with clear guidance and minimum day to day supervision.

  • Work independently and use initiative to respond to changing priorities

  • Ability to seek assistance when dealing with conflict and complex requests from colleagues and managers.

  • Ability to identify opportunities for continuous improvement

  • Ability to raise issues and take appropriate action in agreement with manager

  • Understanding of relevant policies

  • Good communication, interpersonal, organisational and written skills

  • Ability to produce stimulating visual data using Excel, Access and PowerPoint

  • Ability to use own initiative, working independently or as a member of a team, following established process and procedures with minimal day to day supervision

  • Ability to analyse and manipulate information/data and present findings to support effective reporting of information

  • A desire to continually improve the customer experience and deliver service level agreements (SLA’s) and key performance indicators (KPI’s)

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This role forms part of a team of Programme Administrators who share responsibility for a complex range of programmes and courses, that include Language Learning, Year Abroad, Pre-sessional, In-sessional, Foundation, BA, MA and PhD degrees. The team, under the line management of a Programmes Team Leader, is responsible for the production, maintenance and dissemination of information and records relating to the student journey at Queen Mary.



Main duties and responsibilities

• To provide advice and guidance to students and advisers relating to the administration of their studies and School and University policies and procedures

• To proactively manage all administrative processes relating to student data within the School, providing reports as required for internal and statutory purposes, liaising with colleagues within the School and in ARCS

• To manage module registration procedures, communicating regularly and promptly with students, and with partner Schools on joint programmes

• To manage the administration of students on non-standard courses such as non-credit bearing modules and pre-sessional programmes

• To manage all administrative processes relating to students undertaking periods of study abroad, in liaison with the Year Abroad Co-ordinators in the School and the central services as required.

• To manage change of circumstance procedures such as programme change or withdrawal, liaising with ARCS, and admissions colleagues within and outside the School

• To assist the Teaching and Learning Manager with the production of timetables, room bookings and student allocations in Scientia/Enterprise

• To assist the Student Support Officer and Programme Convenors in monitoring student engagement and Tier 4 reporting

• To support the School’s effective use of the virtual learning environment (QMplus)

• To liaise with the Exams and Assessment Administrator in the administration of mark entry on QMplus and transfer to MySIS

• To support colleagues in the Teaching and Learning Team with Subject Examination Boards, producing minutes and reports, ensuring actions have been taken, students’ progression is confirmed, and results are released to students

• To administer the module evaluation process, and other student surveys as required

• To attend meetings in the School, and to represent the School at appropriate Queen Mary groups and committees



Qualifications

Degree (or equivalent qualification) or equivalent experience



Skills

  • Experience of administering teaching activities within Higher Education including timetabling, registration, assessment and quality assurance

  • Experience of working within established regulations, and ensuring compliance with policies and procedures

  • Excellent IT skills with good knowledge of Microsoft Office (Outlook, Word, Excel, Powerpoint)

  • Knowledge of eLearning systems such as Moodle

  • Experience of academic timetabling

  • Experience of servicing examination boards

  • Excellent oral and written communication skills

  • Ability to use initiative to review processes and procedures and develop systems/solutions

  • Excellent attention to detail

  • Analytical and problem-solving skills with an ability to analyse strategic and procedural information

  • Ability to work both independently and as part of a team

  • Strong interpersonal skills with the ability to deal professionally with people at all levels with a customer focussed approach

The Queen Mary Academy is seeking an intern for a small research project into use of electronic portfolios for employability. This is an exciting opportunity to contribute to enhancing student employability and the development of the Queen Mary Graduate Attributes.



You will work with the Queen Mary Academy and academic partners and be expected to work collaboratively to conduct qualitative and quantitative research. Findings will be shared internally and externally through publication and presentations. Training will be provided in the relevant skills required to complete these projects. There are opportunities within the projects to develop skills in research methods, communication, and project management and delivery.



The intern position is for 45 hours. Successful candidates will be expected to complete these hours between February and April 2024, but the exact timing of the work can be flexible.



 



Please note, Interested candidates should submit their updated CV and a cover letter addressed to Catherine Hunt via QTEMPS.



 



Responsibilities:




  • Assist in literature reviews to gather relevant information and background for projects.

  • Participate in the design and implementation of data collection methods.

  • Collaborate with project leads to conduct data analysis

  • Contribute to the preparation of research reports, presentations, and other final outputs.



Qualifications

Current enrolment as a Queen Mary student



Skills

  • Current enrolment as a Queen Mary student

  • Ability to work independently as well as collaboratively within a team

  • Effective communication skills, both written and verbal

  • Excellent organizational skills

  • Comfortable using common software tools, such as Microsoft Office

  • Enthusiasm for learning and willingness to take on new challenges

  • Have an understanding of research methods



Please note, Interested candidates should submit their updated CV and a cover letter addressed to Catherine Hunt via QTEMPS.

Research assistance on public international law as well as help relating to events of the Shell Lectureship



Qualifications

LL.B. Or equivalent, word, excel



Skills

Knowledge in public international law, e.g. general PIL and trade

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