Sector Helpdesk

Sector Helpdesk

Last updated 31 October 2016
Last updated 10/31/2016

The Sector Helpdesk is the main point of contact for tertiary education organisations (TEOs), learners, other government agencies and the general public who contact the Tertiary Education Commission (the TEC).

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The sector helpdesk team: From left, Thomas McLoughlin, Annie Visan, Nic Turner, Maggie Bernhardt, Shirley Warnock, Heather Liu, Marc Le Patourel

 

We manage all enquiries received through phone, mail and email. Our aim is to provide relevant professional advice to you in a timely and accurate manner.

Contact us 

Meet some of our Sector Helpdesk team

We manage enquiries:

  • from TEOs, the tertiary sector, other government agencies and ministries, learners and the public
  • about the TEC and tertiary education in New Zealand.

Our responsibilities

We help TEOs to submit their Investment Plans and contribute commitments and performance data, including the Single Data Return (SDR).

We also:

  • maintain contact details for TEOs in our customer database
  • support users of our systems, including Workspace 2, Industry Training Register and Services for Tertiary Education Organisations (STEO) – a Ministry of Education information channel for tertiary education providers
  • assess and approve requests for new and/or changed courses
  • assess and approve qualifications for private training establishments (PTEs) and delivery sites
  • manage the programme
  • support our investment teams.

Feedback

We’d like to hear from you if you have any feedback about the way we responded to your enquiry or any other matters you would like to give us feedback on. Please contact the Sector Helpdesk Manager on 0800 601 301 or you can also email us with “Feedback” in the subject line.

sectorhelpdesk@tec.govt.nz

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Meet some of our Sector Helpdesk team

Annie Visan – Manager, Sector Helpdesk and Tertiary Administration

Annie Visan

Annie joined us 12 years ago and in that time, has gained a broad knowledge of the TEC’s business and the tertiary sector.

Starting as an advisor in our Auckland office (now closed), she moved up to Senior Advisor and Manager. In this role, she led the transition of our service centre from its Auckland location to Wellington, without any interruption to daily customer service.

As team manager, her role is to ensure timely and quality service to learners, providers, other government agencies and the general public.

Si’u Tupolo, Senior Customer Service Representative

“No two days are the same on the Sector Helpdesk, but it’s fulfilling to know that my job contributes to the Government’s goals and priorities for learners of New Zealand.”

Since joining us in 2008, Si’u has enjoyed a number of roles, all of which have contributed to her extensive knowledge of the tertiary sector and thorough understanding of the different funds we administer.

In her current role, Si’u’s many tasks include handling complex queries, representing her team in inter-agency and internal working groups, monitoring the quality of her team’s service, and supporting her manager. Her areas of expertise extend to Single Data Return (SDR), Student Achievement Component (SAC) and Youth Guarantee (YG) funds, as well as performance data analysis.

Si’u enjoys reading, dancing and singing, and when she’s not in the office, she’s usually at the gym.

Heather Liu, Customer Service Representative

“It’s great to be able to resolve issues for tertiary education organisations. I’m working with a talented group of people to provide valuable information about tertiary education and develop a better future for learners.”

Heather joined our Service Centre Administration in Auckland in November 2008. She moved to Wellington in 2014. She makes sure our Sector Helpdesk team can resolve any issues raised by TEOs, on how to use our new reporting systems.

With over 20 years of experience in the tertiary sector, both locally and internationally, Heather has expertise in providing advisory support and building relationships with customers and stakeholders. She also has a wealth of knowledge in tertiary funds, systems, student support and business processes.

Heather likes reading and anything to do with culture; and enjoys music and baking.

Marc le Patourel, Customer Service Representative

“I enjoy helping learners and tertiary education organisations with their queries. It’s great to be able to guide them in the right direction or help them find the answer.”

Marc has worked with us for three years. As part of our Sector Helpdesk team, he supports TEOs and helps improve outcomes for learners. He resolves customer queries, provides support to single data return users and helps our investment teams with their work.

Before he joined us, Marc worked in government and private sector customer service roles in Guernsey in the Channel Islands. He has extensive experience in customer service, records management, and administration. Marc likes to provide exceptional customer service and to treat people how he would want to be treated.

Ari Visan, Customer Service Representative

"The best thing about working in the tertiary sector and the Sector Helpdesk is helping tertiary providers, the public and other agencies. Also, the people I work with make the job really fun and worthwhile.”

Ari joined us in 2009 as part of the Service Centre and is now in our Sector Helpdesk team. He helps the team to improve customer service processes and provide TEOs with high quality advice and support.

During more than seven years at the TEC, Ari has worked across various projects and teams and specialised in systems and processes.

Ari enjoys cooking and eating and going to the gym.

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