Information Technology Services provides a wide range of IT services to over 36,000 students, 5,500 academic and general staff, and 7,000 users in the wider community. ITS pro-actively supports the administrative, teaching, learning and research needs of its customers in a rapidly changing environment.

ITS is the division of The University of Queensland which manages core networks and IT infrastructure for the whole University. Internet access to the National University Network (AARNet), which connects most universities and CSIRO in Queensland is managed by ITS on behalf of the Queensland Regional Network Organisation (QRNO). UQ’s Supercomputer and many of its largest servers are also operated by ITS.

ITS is also its own Internet Service Provider (ISP) called UQconnect, which provides both retail and corporate services to a growing customer base. Through UQconnect ITS delivers national dial-up, ADSL, wireless connectivity and web and mail services to the UQ community.

Within ITS is the internationally recognised network security group, AusCERT, which provides Internet security services throughout Australia and New Zealand. AusCERT is the national Computer Emergency Response Team (CERT) for Australia and its clients include all Universities in Australia and New Zealand, many banks, ISPs, and government departments at federal, state and local levels.

In addition to providing direct services to over 65,000 users, ITS has a large number of facilities management agreements covering desktop system support, server administration, network support and audio-visual services delivery.

ITS administers UQ’s extensive telephone network, which includes over 11,500 fixed lines, and cordless, wireless and fax connections. A central switchboard also operates at the St Lucia campus.

ITS also has its own video production house which produces video for teaching and research, offers videoconferencing, maintains audio-visual services for all centrally controlled lecture theatres, and offers a range of audio-visual equipment hire services.

About IT at UQ

As for any large organisation, IT is diverse at The University of Queensland (UQ). Some IT services are provided centrally for UQ as a whole, while other IT services are managed by organisational units individually.

Information Technology Services (ITS) is UQ's primary division for providing IT services. Within UQ, IT support is provided in a number of different ways. Central services, such as the campus network, the phone system, the main email and calendar system, internet access and support of the audio-visual technology in central teaching spaces are generally provided by ITS.

For other forms of IT support, there is a choice. Some organisational units contract ITS to provide their support under a Service Level Agreement (SLA) and others recruit their own staff and run this aspect of IT themselves.

Although the main UQ IT Service Desk will always try to help if it can, you should ascertain whether you are supported directly by ITS or by a local support team.