Service Connect is now Macquarie University’s integrated Shared Service centre. They are now the first point of contact for student enquiries, with faculty student centres now directing all questions to Service Connect. By centralising these support services in Service Connect, the University can capture and analyse data to drive service and technology improvements.

Service Connect partners with the faculty Educational Services teams in providing services to students. Clear escalation points have been created where specialist faculty input or complex case management is needed.

Service Connect is now the contact point for:

  • Providing course guidance – with the support of an online course guidance form and information that has been provided by each faculty.
  • Administering enrolments – including unit enrolment, class registration, processes for special approvals (waivers) and credit overload.
  • Administering routine enquiries for the university
  • Administering special consideration requests in cases where standardised schedules have been provided by Unit Convenors that can be applied to routine special consideration requests.
  • Coordinating all domestic and international student admissions and scholarships (excluding Higher Degree Research).
  • Providing front-line IT services for students and staff through the IT Service Desk on 1800 67 4357 or +61 (2) 9850 4357 or the Tech Bar @ Service Connect on the ground floor of 18 Wally’s Walk.

How students can get help from Service Connect

  • Find answers to commonly asked questions at AskMQ
  • Submit an enquiry at AskMQ
  • Chat online. Go to the Live Chat icon on the bottom right corner of the Service Connect webpage
  • Call  +61 (2) 9850 6410
  • Visit Service Connect on the ground floor of 18 Wally’s Walk (refurbishments planned to be complete Feb 2023)

You will see pink signs around campus providing directions for students to Service Connect. To help students find the support they need, you may like to download a digital file version to display in your teaching or student consultation spaces.

Improvements to online services for students

The new and improved eStudent and Student Payment platform was introduced in October 2022. It provides easy navigation, is mobile friendly, and is more accessible for our 40,000+ students and our staff.

Other key features:

  • Simplified enrolment process
  • Personalised tasks and alerts
  • Integrated timetabling
  • New and more simplified student fee payment platform

The online Academic Progression Self Guidance Tool for students was released in July 2022.

  • It was developed with students and for students who want to improve their academic results.
  • The tool links students with the resources and support identified to help them progress.

Support in the Dean of Students

The Dean of Students, Professor Mariella Herberstein, is responsible for key functions impacting the student experience:

  • Student Engagement, Inclusion and Belonging coordinates the delivery of activities that enrich the student experience, with a focus on engagement. The team work with faculties and other stakeholders to deliver key programs, including:
    • First-year experience
    • O Week
    • Graduations
  • Student Wellbeing – develops and runs student wellbeing activities and services including accessibility support and wellbeing support. To access services (including on someone’s behalf), submit a care report.
  • Complaints, Appeals and Misconduct
  • Student Advocacy – submit a care report (but select advocacy)
  • Student Representative Council Governance

Posted by Teche Editor

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