Important changes have been made to the delivery of student services and support. Here is what you need to know to connect students to the right services and support in 2023. 

Service Connect   

Service Connect is now Macquarie University’s integrated Shared Service centre. It is now the first point of contact for student enquiries, with faculty student centres now directing all enquiries to Service Connect.   

Service Connect partners with 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 assessment enquiries for the University 
• administering special consideration requests in cases where standardised schedules have been provided by each faculty that can be applied to routine special consideration requests 
• coordinating all domestic and international student admissions and scholarships (excluding Higher Degree Research) 
• providing frontline IT services for students (and staff) through the IT Service Desk on 1800 67 4357 or +61 (2) 9850 4357, or the TechBar @ Service Connect on the ground floor of 18 Wally’s Walk. 

To get help from Service Connect, students can: 

• find answers to commonly asked questions at AskMQ 
• submit an enquiry at AskMQ  
• chat online using 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

You will see pink signs around campus directing students to Service Connect. To help students find the support they need, you may like to download this 4:3 digital 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 launched in October 2022. It provides easy navigation, is mobile friendly, and is more accessible for our 40,000+ students and our staff.  

 

The online Academic Progression Self Guidance Tool for students was released in July 2022. It was developed with students 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 student experience:  

• Student Engagement, Inclusion and Belonging – coordinates the delivery of activities that enrich the student experience, with a focus on engagement. The team works with faculties and other stakeholders to deliver key programs including first-year experience, O Week and 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 – to access, submit a care report (selecting advocacy) 
• Student Representative Council Governance 

Meet the leaders bringing our Student Services Delivery Model to life (This Week, May 2022)