Systems Support Officer

• 26 days’ annual leave, including one for your birthday
• Be part of an industry leading supportive and positive work culture
• Permanent full-time position located in Melbourne, Sydney, Brisbane, Adelaide, Perth or Gold Coast
• Flexible work arrangements, WFH and the office

Role

We are looking for a Systems Support Officer to serve as the initial contact for inquiries related to student management and learning systems from both prospective and enrolled students. This role involves troubleshooting, training, and potentially escalating support requests, with a focus on maintaining strong relationships with students for a seamless user experience. Exceptional customer service and problem-solving skills are crucial. The position provides support to Kaplan Business School and Kaplan’s pathways colleges in Australia and New Zealand.

Responsibilities

• Monitor help desk/support inbox to provide assistance to students by troubleshooting and resolving system-related issues, queries and requests
• Effectively and efficiently diagnose, monitor and resolve incidents and communicate related root causes for problem fixing to the relevant stakeholders
• Develop and provide user guides, FAQs, and training to support users as needed
• Collaborate professionally and effectively with Student Services, Admissions, Student Recruitment, and IT Business Systems teams to resolve issues and answer queries raised by students
• Document and update student information system administrative processes and procedures
• Conduct testing to ensure the reliability, availability, and functionality of the system
• Identify and explore opportunities for continuous improvement.
• Comply with all company policies and procedures, including WHS legislation requirements
• Ensure as far as is practicable that the workplace is safe and that risks are minimised

Requirements

• Experience in administration and customer support functions, preferably in the higher education sector (essential)
• Excellent written and verbal communication skills
• Exceptional customer service skills
• Strong analytical, problem solving and troubleshooting skills
• Ability to liaise directly with the key stakeholders and other members of IT to establish and maintain effective working relationships
• First-level Systems Support experience (desirable)
• Knowledge of the international education sector (desirable)
• Student Management System exposure
• Familiarity with Moodle, Jira, Fresh Service

Kaplan Business School

At Kaplan Business School, we are one of only nine self-accrediting institutes of higher education. We are recognised in Australia and globally as exemplars of international education, quality teaching, student support, employability and academic integrity.

We deliver undergraduate and postgraduate courses in business, accounting, IT, marketing, management, tourism, entrepreneurship, health services, digital management, analytics, project management and leadership. Our flagship MBA program is Australia’s second largest in terms of student enrolments and among the most highly regarded.

Don’t delay in submitting your application! Applications close on 15 March 2024.

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