Academic Operations Officer

Join Our Team at IIE Rosebank College

The Independent Institute of Education, Rosebank College, is part of the ADvTECH Group, Africa's leading private education provider. From our humble beginning in 1909, Rosebank College has grown to a student population of more than 30,000 students nationwide.

As we continue to expand and innovate, we invite passionate professionals to become part of our dynamic team. If you are driven by the desire to make a meaningful difference in students' lives and wish to contribute to an institution that values academic excellence, connection, and student success, we would love to hear from you.

Join us on our journey of shaping futures

**Job Purpose**:
**Duties & Responsibilities**:
Systems Administration and Maintenance
- Provide system administration and related support and maintenance services of the relevant campus systems iro student support.
- Responsible for communicating with staff especially with regards to updates, problems, and feedback
- Work with relevant Central Support Office staff with regards query resolution and system optimization.
- Coordinate user access and rights with CSO and ADvTECH IT (AIT)
- Collaboration with the Student System Information (SIS)team
- Identify opportunities for process improvement within the help desk, such as streamlining workflows, enhancing documentation, and implementing tools to improve efficiency.
- General Administration Duties as delegated by line manager.

User Support and Training
- Update user support and how to guides.
- Work with specific users to support them in their roles as requested
- Communicate issues to users and ensure that they are aware of any implications relating to systems
- Report system related issues
- Establish and maintain relationships with key stakeholders i.e., CSO, ADvTECH IT and other
- Provide and record inhouse training as needed.

Student query management/support
- Manages the administration of student information on SIS in accordance with POPIA
- Manages deadlines for completion of data / spreadsheets for reports.
- Documents academic query / request processes and outcomes.
- Compiles graduation lists in conjunction with Academic Operations Officers.
- Assist campus management and CSO with graduation.
- Reviews assessment timetables in conjunction with Teaching and Learning Team.
- Assist with student and lecturer’s orientation.
- Assist with student letters for, but not limited to; plagiarism, phase out / pre-requisites and proof of registration.
- Assist student with, but not limited to; registration, open days, - and filing, assisting with replacement tests and supplementary exams.
- Assist the team during all Internal and external audits

Help Desk Management and Query Resolution
- Manage user queries, trouble shooting, resolution of problems and escalation where necessary.
- Manage helpdesk including daily logging of helpdesk queries, tracking the resolution of queries and incidents, trouble shooting.
- Follow up with users on resolution of calls.
- Monitor out of SLA calls on the service desk as well as the Rosebank College helpdesk.
- Follow up on calls that have not been resolved, based on review of dashboard.
- Compile a daily helpdesk analysis.
- Identify trends relating to queries and potential training needs.
- Act as a point of escalation on service desk calls
- Follow through with communication to users that have logged calls to advise of resolution.
- Provide support to key Business system related projects, as required.
- Strong analytical and problem-solving skills to diagnose and resolve technical issues effectively.
- Excellent verbal and written communication skills, with the ability to convey technical information to non-technical users clearly and professionally.
- Communicate effectively with users, colleagues, and other IT teams to relay important information, updates, and solutions related to technical support

Customer Service
- Strong customer service orientation and the ability to remain patient and empathetic when dealing with users ‘technical frustrations.

**Minimum Requirements**:
**Qualifications**:

- Advanced Certificate / Diploma / Occupational Certificate Level 6 (NQF Level 6) in Information Technology.
- Advanced Diploma / Bachelor’s degree (NQF Level 7) in Information Technology (Ideal)

Experience
- Experience working with student management systems 3-5 Year(s)
- Experience with Customer Services and assisting with technical queries 3-5 Year(s)
- Experience working with IIE or other student databases 1 Year (advantageous)
- Technical skills: Proficiency in troubleshooting software and hardware issues, familiarity with operating systems (Windows, macOS, Linux), and understanding of networking concepts 1 Year (advantageous)

**Key Competencies**:

- Knowledge and understanding of the South African higher education systems and regulatory framework.
- Ability to manage time effectively.
- Attention to detail.
- Customer service orientated.
- Ability to effe