IT Service Desk within IT Shared Services provides a first point of contact for MQ staff and students. We provide various service delivery modes including a central phone number, desk side support, self-service support, and online request service.
The core responsibility of the Service Desk Advisor is to provide effective first level IT support to all MQ staff and students for all service requests, including incident diagnosis, troubleshooting and accurate recording of calls received and resolution activities.
The role will primarily be responsible for:
Providing Level 1 IT support via phone, email, and in-person
Logging, troubleshooting, resolving, or escalating and accurately recording incidents and service requests using Service Now
Remote desktop software installation and troubleshooting
Troubleshoot, setup and configure devices including iPad, iPhone, Android, Surface Pro etc.
Create and maintain user profiles and access.
Contribute to the identification and development of potential improvements to response procedures for commonly reported incidents.
In consultation with Service Desk Team Leader, record and maintain the team knowledge base and FAQ.
Comply with relevant EEO and WHS regulations.
Perform any other duties as required and appropriate for this classification.
To Apply
To be considered for this position, you will need to have an IT background (studying or working). You will also need to demonstrate how you meet the below criteria in your CV and cover letter:
Demonstrated experience working with ITIL based processes, strong incident management skills.
Clear communication skills – written and spoken.
The ability to work independently and as a team.
Experience working with Windows Operating system, MAC OS, and Active Directory
Experience working in customer service.
Skills/Certificates:
ITILv3 Certified
Microsoft and other industry certifications
Microsoft Windows 7/8/10
MAC OS
Microsoft Office365
Outlook 2016 for Windows and MAC
Google APPs
SCCM
Active Directory
Service Now
A requirement for this role is shift work. The successful applicant will need to be available for a 7-day roster between the hours of 8am and 8pm. This role will be supporting the team until the end of 2026.
Please note, this position requires a criminal record check.
Specific Role Enquiries: Jarod McIntyre, Team Leader, IT Service Desk via Jarod.mcintyre@mq.edu.au
Applications Close: 20 May 2026, 11:59pm
If you're already part of the Macquarie Group (MQ University, U@MQ, MQ Health, MGSM), you'll need to apply through your employee Workday account. To apply for this job: Login to Workday and go to the Careers App > Find Jobs.
Applications Close:
20/05/2026 11:59 PM
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At Macquarie, we believe diversity makes us stronger, inclusion drives our success, and belonging inspires us to do our best work. We are proud to foster a community where different backgrounds, identities, and experiences are valued, and where our people are empowered to thrive through supportive leadership, shared responsibility, and a deep commitment to genuine care and respect for our community. Find out more about our vision for a truly inclusive workplace in our Diversity, Inclusion and Belonging Framework.
Flexible Work
At Macquarie, we believe by providing flexibility in when, where and how work is done, we can support our staff to manage their personal commitments, while optimising their work performance and contributions to the University. See how we lead in flexible work to enable an outcome focused and inclusive workplace. To learn more about our culture and hiring process, visit our Jobs at Macquarie page.