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-$55phsuper Requirement Overview Adelaide University is seeking a IT Service Desk Analysts to work closely with subject matter experts, vendors, specialist, and colleagues to provide predominantly level 1 and 1.5 support to university staff, students, and affiliates. The role requires strong 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.
