Organisation: QUT
Job Title: AskQUT Support Officer
Word Limit: 2 page Statement of Claims
Location: Kelvin Grove
- common computer applications (e-mail, browsers, etc.) and experience with web page updates and modifications.
I have demonstrated my ability to diagnose and resolve issues within a database in my current role as a Tutor with the QUT Business School. In addition to tutoring the students I assist with any technical issues that the students are experiencing with QUT Virtual. In doing this I firstly listen when they present with an issue and ask questions to gain as much information as I can, including identifying the part of the application they were in when the issue occurred and what error messages displayed, if any. From this information I determine if I can solve the problem that also includes referencing the operations manual for assistance. The issues I have assisted with include the software not allowing the students to register as they are not currently processed as an actual student or user errors where I then show them the correct process to assist in their registering within the system. I also escalate these with the IT Helpdesk for resolution when required. I have used Microsoft Word, Excel, Outlook and Calendar for email communication with students, management and colleagues, time and task management, developing spreadsheets and instruction manuals, agendas and minutes. In delivering my weekly tutorials I prepare PowerPoint presentations to deliver to my students that include effective layouts, graphs and animations with audio effects to maximise learning and understanding. I have utilised the internet to access other university websites for research purposes, and in my own research to check the authority of references provided by my students when marking assignments. Additionally as an Administration Officer I have also maintained and updated the Marketing Department website information, requiring that I wrote the information articles, and set up the online RSVP link for events.
- High level problem solving ability
In my current position as a Tutor I demonstrate my ability to solve problems in examination periods when managing special consideration requests from students. The situation is a student can request special considerations for their exams when they are experiencing personal issues that they believe will impact their performance and where policy allows these to be made. I solve these problems through my listening to the specific problem, its contributing factors, and make my own judgement as to their eligibility to apply for these considerations. I also make my decision based on the Office Procedure Manual that lists criteria and situations that are valid, and also the supporting documentation that is required. At times I determine the reasons provided are not eligible for consideration and provide the students this information and the reasons why, and endeavour to assist them with solving their problems outside of this process. If I deem their reason eligible I request they apply in writing and I continue to assess their application.
- Effective communication skills (written and oral), telephone and listening skills with the ability to establish and maintain rapport with people at all levels
I have demonstrated my written communication skills by my developing a range of documentation in my positions. As the Administration Officer I constructed emails containing course information that I sent to students, and staff and management providing information on task activities. I also developed agendas and recorded the minutes of the staff and event meetings, and work instruction manuals for school administration staff to utilise, including a step by step manual on the operation of printers and services. When developing written correspondence, in particular user manuals, I ensure that I provide a step by step structured layout within the document that accurately details the information to input and or instructions to follow. I include graphs and dot points and use different fonts where appropriate to highlight information to enhance understanding. I ensure all information is correctly reflected and figures are double checked for accuracy. As the Administration Officer and Tutor I built and sustained effective working relationships with people at all levels, including academic staff, senior management, colleagues and students, providing tutorials and a range of services and support through telephone, face to face and email communications. In my current role as a Tutor my verbal communication skills are demonstrated when delivering tutorials to students. In this position I ensure my delivery is clear and concise and the information I am imparting is able to be understood. I gauge this through observation of reactions and ask further questions and reiterate points to clarify information.
- Demonstrated ability to deliver high-level customer service with the ability to negotiate mutually satisfactory outcomes, understand clients’ needs and provide a high level of client service, including the ability to assist others to use computing technologies
As the Student Services Assistant with the QUT Business School my primary responsibility was to provide high quality client service and support to students in their enquiries on all course related matters, including providing course forms and assisting in their completion, enrolment deadlines, and contact information for their tutors and lecturers. I have also managed at times student complaints through listening and firstly explaining either their rights or the correct process they need to follow. I asked questions to determine the real issues, and provided information on services that were available to support them. An example was referring a student that was unhappy with their course to the Unit Co-ordinator to enable them to further discuss their issues. I am effective and efficient in providing client service as I utilise my interpersonal skills, such as listening and asking direct questions to gather as much information as possible to provide the required and correct response. When I have responded to the initial enquiry I also ask if there are any other areas or information they need assistance with and address these also. I have demonstrated my ability to negotiate with staff when working with the IT Department in organising events that required changes to website information, I worked closely with them, around their own priorities in working out a suitable date to deliver the required changes.
- Demonstrated ability to actively participate and work within a team in a flexible and changing environment
As the Administration Officer at all times I worked with all staff to best accommodate their specific needs and deliver quality service to them whilst working in a team structure of 4. Within the University setting I was managing high workloads in peak times and also tasks that were assigned to me from different areas, with deadlines for each, due to my also undertaking tasks across the University from the Marketing, Facilities and IT departments. I also actively participated in team meetings providing my task updates and voiced my opinions and provided input on topics of discussion. This working environment relied on my ability to work flexibly and be able to work across these changing priorities when required.
- Demonstrated ability to work under broad supervision and prioritise tasks to consistently meet deadlines
As the Administration Officer I was independently responsible for a number of activities in a busy environment, including processing student applications, updating website information and registering class allocations. Currently as a Tutor I am independently preparing and delivering tutorial classes to students, marking assessments and sending study material to students. Whilst I meet with my supervisor regularly, the day to day co-ordination of these activities I manage independently. As the Administration Officer I managed my tasks through efficient time and task management and prioritisation. I did this by assessing and ranking my priorities in a “to do” list, and as each day progressed, adjusted when issues or tasks arose that required changes to be made. I used supporting tools such as a written list, and MS Outlook Calendar to manage time efficiently. An example being when managing the class allocation and registration process, I undertook this task in conjunction with my other priorities, a busy period in the School and due to its urgent timeline allocated this task to my priority list as number one to action. I also reassessed my priorities daily and identified conflicting priorities and delegated to other team members to meet all timelines.
Desirable:
- Previous experience with working with enquiry management systems (preferably the Oracle RightNow)
I have demonstrated my ability to learn new systems and applications based on the variety of applications I have used to perform my roles efficiently. I have used in house enquiry management systems and records management systems and applications such as TRIM when managing electronic documentation and filing, SAM to organise tutorials and lectures and register students, and the ATD database to accurately reflect updates to teaching staff. I also have administrator access to the ATD database to enable me to update access rights for teachers to retrieve resources.
