ITD Team Structure
Our teams are:
Information Services provides support, maintenance and development of UNE applications, enterprise software and the integrations between these applications.
The Administrative Applications team provides support for more than 20 applications including Finance One, Ascender (HR) and provides integrations via various platforms.
The Online and Learning Applications team similarly supports over 20 applications including the Student Management System (Callista), Learning Management system (Moodle), Course and Unit Catalogue and MyUNE.
These teams are supported by Solutions Architects who provide technical advice and program management on new applications or changes to existing applications to UNE operations.
Many of the UNE core applications including the Student Management System, Finance, and HR run on Oracle databases hosted at UNE which are supported by the Oracle Database Administration team.
The Infrastructure Services Group (ISG) manages all of UNE’s Data Centres as well as the Network infrastructure which provides access to the vast majority of IT services to UNE's students and staff.
The Data Centre team manages over 700 servers (both Windows and Linux operating systems), several petabytes of disk storage, and the infrastructure required to back up that data which is then secured in an alternate off-site location. UNE's unified communications system, Microsoft Skype for Business, is also managed by this group, as well as the email filtering system that removes the 90% of all incoming email that is confirmed as being harmful or SPAM. The team also provides the hosting support for UNE's Oracle Database Management system, Microsoft Exchange email system, Identity Management system and the underlying systems supporting UNE's fleet of Multi-Function Devices (MFDs) used for document printing and scanning.
The Network Team manages all aspects of the wired and wireless data networks on all UNE campuses and study centres. This includes the multiple 10Gbps AARNet network links between UNE and Sydney, the 1Gbps links to many of UNE's Study Centres dotted around the New England / North West area, and the 1,200 wireless access points, which provide high-speed wireless data coverage to support UNE's teaching, learning and research communities. The team also manages the new network fabric recently installed to connect to our new data centres in Sydney, and also the firewalls that protect UNE from ever-evolving internet-based cyber threats, all without compromising application performance.
The IT Client Services team focuses their attention on supporting staff and students of the University. We are:
- the IT Service Desk team (including the IT Desk in the Dixson Library), all of the phone and email support that you receive when you call extension 5000 or email firstname.lastname@example.org
- the Client Services team providing 'to the desk' support for staff and postgraduate students on UNE owned equipment
- Audio Visual Services, provide training and support for the Audio Visual equipment in lecture theatres, tutorial rooms and meeting rooms
- IT Training, our IT Trainer delivers a number of courses on the technologies that we use at UNE and how to get the best out of them
- Business Relationship Manager Team liaise directly with the business and educational areas to provide the ability to uncover and assist in identifying business improvements, or changes.
We also provide advice with purchasing non-standard IT equipment. Software licences or ICT services – if you need to purchase something that is not available on the Dell Premier page or from MAC1 on the list of standard equipment send an email to email@example.com with your needs and your reasons for the purchase.
Service Desk - The IT Service Desk provides the first point of contact for all queries about IT at UNE. The Service Desk provides over-the-phone or by email ICT support for all UNE staff and students. We also provide face-to-face services in the Dixson Library.
Contact the IT Service Desk by telephone on extension 5000 (off-campus 02 6773 5000 or 1800 763 040) or by email to firstname.lastname@example.org or in person at the Dixson Library.
Client Services - The IT Client Services Team provides and manages the UNE software images that UNE staff have on their computers as well as 'to the desk' desktop support including making sure your computer works properly on the UNE network when it arrives at your desk. The team manages the relationship with MAC1 and Dell for the supply of computers to the University.
Audio-Visual Services - The "AV" support team builds, maintains and supports UNE's AV equipment and conferencing facilities in teaching spaces and meeting rooms and provides training to users of AV systems in how to use the equipment in these spaces.
IT Training – Our IT Trainer is focused on helping UNE staff get familiar and productive with the software that we provide to you on the UNE desktop and in Audio-Visual equipped spaces. Once you have attended one of our courses we provide you with tips, tricks and updates on a regular mailing list to help you continue your improvement program. All of the courses are available through registration in Web Kiosk and are published on the IT Training Schedule web page.
Business Relationship Manager Team is a dedicated group of individuals within the Service Delivery Team that liaise directly with the other business and educational areas of the University. They are there to advocate for IT services, but also to provide the ability to uncover and assist in identifying business improvements, or changes, that can provide significant value to the faculty/school/business unit.
IT Business Services
The IT Business Services Office is responsible for managing key business processes within the IT Directorate including:
- Administration and financial management of the University's telecommunications services
- Administration and development of financial and business processes for ITD
- ITD Overheads and Licences budget management
- Administration of ITD travel, visitor cards, parking coupons, keys and building maintenance issues
- ITD capital reporting and management
- ITD budget process co-ordination
- ITD Financial reporting and analysis
The Business Services Office is the first point of contact for enquiries related to ITD administration and can be contacted by email at email@example.com or by phone on 02 6773 2324