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-$55ph+super
Requirement Overview
Adelaide University is seeking Service Desk Analysts to work closely with subject matter experts, vendors, specialists, and colleagues to provide predominantly level 1 and 1.5 support to university staff, students, and affiliates. The role requires solid technical troubleshooting skills to identify and investigate reported IT issues. You will provide front-line IT support through phone calls, live chat, and self-service tickets, helping users on Windows, macOS systems, mobile devices, SOE, and personal devices. Analysts will access and follow specialist knowledge within the Service Management platform (ServiceNow) to support issue resolution and, where appropriate, escalate more complex Level 2 and 3 issues to the relevant technology owners. The role requires a high level of autonomy and adherence to escalation processes. Due to the University merger, we are seeking additional resources for our AU IT Service Desk to cover key operational periods between 8am-6pm weekdays due to the large scale of technology changes to prepare for the new University. We are looking for candidates that can provide excellent customer service and work under pressure to handle support calls and enable the new IT experience on behalf of Adelaide University.
We will be seeking six (6) Service Desk Analysts and one (1) Senior Service Desk analyst to enable our 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 / thirty-seven and a half (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 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 at Hudson: 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 is inclusive of mandatory 25% casual loading. This excludes permanent and fixed term roles.
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📌 Service Desk Analyst
🏢 Hudson
📍 Australia