Overview
Position Title:
Service Desk Analyst
Location:
Level 4, Rundle Mall Plaza, Mawson Lakes Campus, Remote as agreed with the University
Estimated Commencement:
Late August 2025
Estimated End:
June 2026
Salary:
$50-$55 per hour + super
Responsibilities
Provide predominantly level 1 and 1.5 IT support to university staff, students, and affiliates.
Perform front-line IT support via phone, live chat, and self-service tickets for Windows, macOS, mobile devices, SOE, and personal devices.
Access and follow specialist knowledge in the Service Management platform (ServiceNow) to support issue resolution.
Escalate complex Level 2 and 3 issues to relevant technology owners, following established escalation processes with a high level of autonomy.
Support key operational periods during university merger, covering 8am–6pm weekdays and contributing to a smooth IT experience for the new university.
Collaborate with subject matter experts, vendors, specialists, and colleagues to resolve issues and deliver excellent customer service.
Team Size
We will be seeking six (6) Service Desk Analysts and one (1) Senior Service Desk Analyst to enable hypercare support.
Key Skills
Technical Proficiency
Customer Service
IT Service Management
IT Operations
Collaboration and Stakeholder Engagement
Knowledge Management
Document Sharing
Commitment to Continuous Learning
Excellent Written and Verbal Communication skills
Key Qualifications
ITILv4 Foundation, CompTIA A+, Microsoft/Apple certifications (desired)
Diploma or tertiary qualifications in IT or related discipline
Desirable Skills, Experience or Qualifications
Understanding of cybersecurity and secure networking practices
Familiarity with mobile device management (MDM) and remote access tools
Knowledge of Audio Visual systems and VoIP telephony
Familiarity with cloud platforms, including Microsoft 365 and Azure environments
Proficiency in enterprise service management tools (e.g., ServiceNow, Marval)
Experience documenting resolutions and maintaining knowledge bases
Experience developing self-help guides and user documentation
Customer service experience with VIP users or sensitive escalations
Adaptability to evolving technologies and dynamic environments
Special Conditions
Standard seven and a half (7.5) hour day / 37.5 hour week between 8am–6pm
Timesheets must be submitted weekly
5 days per week on site, or as otherwise agreed with Hiring Manager
University to provide a device and headset for the role
Resource will be expected to participate in on-site days as required by the University
Mandatory shutdown period during December and January each year (dates to be advised)
Diversity, Equity & Inclusion
Hudson is committed to helping you find a workplace where you feel respected, supported, and free to thrive.
We welcome applications from all backgrounds, identities, and lived experiences—because when different voices come together, amazing things happen.
Casual Loading
Please note for all Australian based contract and temporary roles only, the pay rate includes a mandatory 25% casual loading.
This excludes permanent and fixed term roles.
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