Customer Support Services includes Relationship Management, Automation and Events, Service Delivery, Service Desk and UQ Mobiles.

Customer Support Services Organisational Chart

Associate Director, Customer Support Services

The Associate Director of Customer Support Services is responsible for leadership of the Customer Support Services Team and provides operational direction to the teams under its authority. It is the principal point of operational contact for service delivery to the Faculties, Institutes and other organisational units at UQ.

The Associate Director of Customer Support Services is the category manager for user experience related procurement, undertaking vendor management, procurement category analysis and planning, and leading negotiations for purchases via Invitation for Offer activities and Preferred Supplier Agreements.

Service Automation and Events

The Service Automation and Events Team has a strong focus on the delivery of new technologies and tools and developing improvements to the delivery of teaching and learning. The team is responsible for managing a fleet of over 14,500 computers across multiple campuses and sites. 

Service Automation and Events also provides audio visual equipment for hire and support for UQ events. In total, the team is responsible for the installation and support of over 800 audio visual facilities.

IT Service Delivery

There are three IT Service Delivery Teams whose responsibilities include delivering customer support to clients at all campuses and sites. The IT Service Delivery Teams have a strong focus on operational process improvement to deliver more effective services to its customers.

The IT Service Delivery Managers also coordinate the project management of medium-sized information technology projects, working closely with other teams within ITS and clients to ensure delivery. The IT Service Delivery Managers also manage interactions with Tier 1, 2 and 3 support from other teams and service providers to ensure appropriate solutions are provided and a knowledge base maintained.

Relationship Managers

The Relationship Managers focus on business development, partnering with the UQ community to improve service delivery to customers, engaging in Service Level Agreement negotiations and development of new service cost models in conjunction with ITS groups.

Service Desk

The Service Desk is the single point of contact for IT queries from members of the University community. The team provides remote support to resolve a range of IT issues, with over 70% of tickets being resolved at the first contact. This approach has benchmarked the Service Desk against the industry as a highly effective support team. 

The Service Desk uses collaborative tools to manage ticket handling in an efficient manner so that tickets can be resolved as quickly as possible while ensuring that clients are kept informed throughout the process. In 2017 the team handled over 139,000 tickets for members of the UQ community.



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