Presentation Summary
Present on Murdoch ITs development and planning around working with the School of IT to plan design and implement a Student Managed Service Desk offering 4th year IT students what we believe to be a world first opportunity to work on a student-managed IT Helpdesk delivering a walk-in troubleshooting and assistance service to all other students within the university.
This provides practical experience of running a customer facing service desk; exposes them to popular, industry recognised service management tools; and gives them an understanding of the Information Technology Infrastructure Library – a framework of good practices used globally to govern the delivery of IT services.
These experiences will enhance student employability and present a distinct advantage, when applying for introductory roles in the technology sector.
This also gives Murdoch’s entire student cohort a free, in-depth IT support resource for personal devices, which was not previously offered. Existing IT support was limited to Murdoch developed applications and IT Services purchased hardware. The student Helpdesk will offer help for Bring Your Own Device hardware and software and applications outside of the University’s service catalogue.
This has also now been added to the Universities curriculum meaning the students will get credits towards their degree for hours spent working on the Service Desk.
Meet the Speaker
John Hawks
Manager Service Management, Murdoch University
John Hawks is an experienced Information Technology Manager with a proven track record of success across various industries. With extensive experience working with large international companies, John has consistently applied ITIL standards to ensure best practices for IT projects and processes. Known for maintaining a forward-thinking approach, John focuses on strategic development while keeping business objectives and deliverables in mind. This balance allows John to support continuous improvement and refinement of business practices, driving high-performing operational delivery. In addition to his IT expertise, John is passionate about training athletes, dedicating time to help them achieve their goals and reach their full potential, including Australian representation.
