TDS Team Structure

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Our teams are:

Data Services

Data 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 Technology 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), 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.

Cloud Infrastructure Services

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.

Information Security Team

The Information Security team enables the University to deliver its strategic goals by reducing the security risk associated with pursuing these goals, ensuring cyber resilience and maintaining operational excellence.

The information security team develops and implements the Cyber Security strategy in alignment with the University and Technology and Digital Services (TDS) strategy.

The team provides support and services to directorates and faculties including security architecture design and assessments, vulnerability scanning and remediation, security awareness training, security risk management, security rules and procedures management, security incident management, security analysis, security investigations, technology risk assessments, security advisory and assurance, and threat intelligence. The team also manages some outsourced security services like security reviews, penetration testing and security certificates.

Client Services

The IT Client Services team focuses their attention on supporting staff and students of the University. We are:

  • IT Support (formerly IT Service Desk and Desktop Support Team) - handle phone and email support, as well as desktop support for UNE devices.
  • Audio Visual Services, provide training and support for the Audio Visual equipment in lecture theatres, tutorial rooms and meeting rooms
  • Device Services manage UNE IT assets, IT procurement, and the SOE (Standard Operating Environment).
  • 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

We also provide advice with purchasing non-standard IT equipment, software licences or ICT services – if you need non-standard equipment, please see our Non-standard Purchases page.

IT Support - Our IT Suppor team provides the first point of contact for all queries about IT at UNE. They provide over-the-phone or email support for all UNE staff and students. Appointments can also be made for an in-person consultation.

Contact IT Support on x5000 (off-campus 02 6773 5000 or 1800 763 040), by email to servicedesk@une.edu.au or on our Service Portal.

Device Services - Our Device Services team review and approve non-standard requests, and manage and maintain systems and services such as the SOE, device management systems, and asset management. Contact with the Device Services team is done via request through IT Support.

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 Services

The Technology and Digital Services - Business Services group was established as part of the “Time for Change” Programme. The group consolidates a number of teams previously embedded in separate business areas and consists of four teams, each maintaining a focus on their relevant business areas and associated systems.

  • The Systems Support Team includes Student, Library, People & Culture, and Finance;
  • The Project Team currently includes Tertiary Collection of Student Information (TCSI) & Course & Unit Catalogue;
  • The Business Engagement Team includes Business Relationship Managers (BRMs) and Business Analysts;
  • Student Relationship Management Team (SRM).

The Systems Support Team provides systems support for the Library, Student Administration, People & Culture, and Finance:

  • The Library Systems Support Team encompasses support of the Ex Libris-owned Alma and Primo systems;
  • The Student Systems Team supports the Callista ecosystem, as well as InPlace;
  • The People & Culture Team focuses on implementing the Time for Change Programme in the Ascender system;
  • The Finance Systems Team is engaged in a significant project migrating Technology One’s Finance application to SaaS (software-as-a-service), as well as its integration with other UNE systems.

Within the Project Team is the Tertiary Collection of Student Information (TCSI) project which is delivering the new government reporting requirements.  The initial go-live of TCSI went live in March and is working with deep involvement from Student Systems and Business Intelligence staff and various business areas responsible for student data integrity.

The Business Engagement Team includes Business Analyst, our Business Relationship Managers  who have responsibilities for working with Faculties, schools, and business areas to triage engagement with TDS and identify technology-enabled business improvements.

The Student Relationship Management Team (SRM) have now joined the Business Services area of Technology & Digital Services. The SRM is used by all UNE’s administrative staff across the academic schools and central business areas as the primary communication tool between staff and students.

It also houses the AskUNE knowledgebase, which provides students with answers to common questions. The system has five interfaces; AskUNE (Current Students), Yourfuture (Marketing), International, OLAAS (online admission portal for X-Institutional & Non Award courses) &  HDR (Research students).

The SRM has some cool modules and functionality such as live chat, surveys, mailing, forms, and many other configurable items. and  are responsible for the administration of the system, which includes drafting and sending out bulk communications to students, creating surveys, designing forms, creating Intelligent Advisor Interviews, sending Admission Offer letters, building reports for business areas, numerous future student chaser activities, and many other tasks.

Enterprise Architecture Services

The Enterprise Architecture services provide the University’s decision-makers and stakeholders with support, analysis, and recommendations to make informed plans and decisions to embrace and drive the successful adoption of technology and digital services to implement the Future-Fit strategy.  This consists of 4 component services:

Discovery Service -  The discovery service is about understanding the context, needs, risks and challenges requiring a new solution. This is a pre-project stage activity that helps formulate a case for change or a project brief.

Solution Architecture Service - Technology products such as business applications or IT infrastructures need to be designed, configured, integrated and implemented. The solution architecture service identifies the impacts and creates an integrated solution by assembling the necessary building blocks to realise the identified needs or to address the problem at hand. The design will include security, integration, data, migration, and documentation of the assumptions, constraints, and technical work packages for implementation.

Technology Planning Service - Enterprise architecture is a decision-making framework supporting IT planning and governance that helps the University develop scalable, secure, and resilient technologies and digital roadmaps.

Enterprise Architecture Management -  Architecture management establishes the structural foundation, principles, standards, patterns, and guidelines that act as the basis for collaborating and communicating systems knowledge to stakeholders. LeanIX is the enterprise architecture management system at UNE.

Download the UNE Enterprise Architecture Services Guide (PDF 4MB)

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