Overview Position Title: Service Desk AnalystLocation: Level 4, Rundle Mall Plaza, Mawson Lakes Campus, Remote as agreed with the UniversityEstimated Commencement: Late August 2025Estimated End: June 2026Salary: $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 ProficiencyCustomer ServiceIT Service ManagementIT OperationsCollaboration and Stakeholder EngagementKnowledge ManagementDocument SharingCommitment to Continuous LearningExcellent 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 practicesFamiliarity with mobile device management (MDM) and remote access toolsKnowledge of Audio Visual systems and VoIP telephonyFamiliarity with cloud platforms, including Microsoft 365 and Azure environmentsProficiency in enterprise service management tools (e.g., ServiceNow, Marval)Experience documenting resolutions and maintaining knowledge basesExperience developing self-help guides and user documentationCustomer service experience with VIP users or sensitive escalationsAdaptability to evolving technologies and energetic environments Special Conditions Standard seven and a half (7.5) hour day / 37.5 hour week between 8am-6pmTimesheets must be submitted weekly5 days per week on site, or as otherwise agreed with Hiring ManagerUniversity to provide a device and headset for the roleResource will be expected to participate in on-site days as required by the UniversityMandatory 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 LoadingPlease 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.