Staff IT Essentials

For those of you returning, welcome back and for those of you pursuing a career at James Cook University (JCU) for the first time, welcome to James Cook University. We’ve put together a list of information that we hope you find useful:

Visit the IT Communications Hub for the latest news and updates.

As a member of the JCU community, you have a Computer Account, which provides access to computing and communications facilities, information systems and resources available to staff at JCU.

Read Account Information:

Multi-factor Authentication (MFA) is required to log into many JCU systems and services.

You may need to reset your MFA preference if you have purchased a new phone, lost your old phone or accidentally deleted the MFA authentication app (ForgeRock) or if you just want to change the type of MFA you use.

Please refer to the IT Services Knowledgebase article (or downloadable PDF) for information on how to reset your MFA preferences, register for MFA using ForgeRock (download pdf) or use ForgeRock to access systems and services requiring MFA.

The Staff Induction Online website introduces you to JCU and contains an overview of how the University works from the perspective of a staff member.

As part of the induction, new staff members should contact the IT Help Desk to book a training session with an IT Support Officer.

This training will cover

  • The Managed Operating Environment installed on JCU staff computers
  • Access to Online staff resources such as LearnJCU, HR Online
  • Access to the JCU Email and Calendaring Service
  • How to go about contacting IT Services and Support in the future.

Information and assistance are available from the IT Help Desk or via the web through the ServiceNow Web Self Service Page. The IT Help Desk can be contacted by email or by phone during business hours.

Location HoursStaff IT Enquiries

JCU Townsville

JCU Thursday Island

JCU Mt Isa

JCU Mackay



Internal Ph: 15500

External Ph: 4781 5500

International: +61 7 4781 5500

JCU Cairns



Ph: 07 4781 5500

JCU Singapore



MIS +65 65766811 - 814.

JCU Brisbane



Ph: 07 3001 8001

To report a critical incident outside normal business hours, contact the IT Duty Manager:

  • Internal Ph: 16666
  • External Ph: +61 7 4781 6666

NOTE: these phone numbers are not for general enquiries.

As part of your employment, you are provided with a Microsoft Exchange Online account to manage your business email, calendar, contacts and tasks. This account is provided for the duration of your employment at JCU. More information is available on the M365: Email, OneDrive and Office page.

You can use the calendar to arrange meetings. When used with other staff members’ calendars, meeting times can be arranged efficiently by finding common free times with all attendees. For more information on using email and calendar, see Staff Email @ JCU.

Office Online
As a staff member, you can access your JCU email, calendars and contacts from your computer or mobile device. You are authorized to install Office Online on up to 5 devices, simply follow the instructions for installing onto Mobile devices iOS or Android . You can also gain access to email, calendar and software via a web browser with Office 365 by logging on at using your JCU email address eg and password.

Various email aliases exist for subjects, courses and organisational staff aliases, these are available from the Contacts page and are for use by lecturers, tutors, students and staff. Staff and students can also join lists to receive information or participate in discussion forums in LearnJCU.

It should be noted that these are for academic and professional purposes and that inappropriate use of JCU's Email service may incur a penalty under the Digital Technologies Acceptable Use Policy.

As a member of JCU Staff, you have access to some software, files and services when working off campus.
Some files or apps require a specific connection to be able to access from off-campus:

If you choose to BYOD (Bring Your Own Device) eg: personal laptops or mobile device, on campus, then there are a few links that might prove useful so you get the best experience:

JCU provides two main telephony services, Avaya office phones and mobile device services, further information is listed below.

If you are looking for software that may be available for staff to install on their own computer, you may benefit from software agreements that vendors provide for staff. We negotiate various software agreements for staff and students. Advice on these agreements can be found on the Software Supplier Agreements and Offers .

At JCU we use the following online learning systems:

  • LearnJCU - the university-wide online learning environment. It’s used for accessing subject materials, group sign up, submitting assessment, checking grades, viewing eLectures and communicating and collaborating with your peers.
  • LinkedIn Learning - As JCU staff member, you have access to courses and learning paths available on LinkedIn Learning (InLearning) while working or studying at JCU.  You can log in to InLearning using your JCU credentials on any computer or mobile device with internet access.
  • Microsoft Learn - Discover new skills, find certifications, and advance your career in minutes with interactive, hands-on learning paths.

There are several online services which you will need to know about for your time at JCU. These services provide you with gateways to employment and teaching information and require multi-factor authentication (MFA) to access.

The online services for staff include:

  • eAcademic Search for information about students, subjects (including timetables) and courses.
  • My HR Online – used to access pay records, leave entitlements and personal details.
  • StaffOnline – intranet site containing web applications for staff.

Staff have access to these and other information and services from the Staff website.

Staff members at JCU have access to a variety of hardware and services on request. Use the appropriate form to request hardware or service after appropriate consultation

Staff at JCU may be required to utilize computing facilities on campus called Computer Rooms. Relevant information about the Computer Rooms includes:

James Cook University is committed to complying with Australian copyright laws. All users of the University facilities, resources, infrastructure and systems are required to comply with Australian copyright laws and with University policies and guidelines on copyright, information technology and the use of communication facilities at JCU.

All staff members are required to comply with various government legislation, as well as JCU’s policies and guidelines, as a condition of their employment. These conditions include the appropriate use of ICT resources at JCU.  The Code of Conduct states that these resources are provided for use on university-related business with limited personal usage allowed.

Relevant JCU policies and guidelines that you should be aware of are located in the JCU Information and Communication Technology Policy Library.

Computing and communications systems and resources form a significant part of the University budget. To ensure these resources are used efficiently, the university records, monitors and reports on storage and internet usage. For staff, this is managed by alerts and exceptions. A 25GB quota is set for electronic mail but all email is archived. You will receive warnings to purge email should you exceed this quota. If unsure, contact the IT Help Desk.

The University also collects or receives personal information of a user in the course of managing the operation and use of its communication facilities. Confidentiality and use is covered by the Information Security Monitoring and Audit Policy.

As a member of staff, you have access to Videoconferencing software and facilities provided by JCU:

Follow the IT Communications Hub for the latest news and updates from IT.

Notices of IT service outages, upgrades and planned maintenance are published to the Service Status Portal.

Information on system maintenance windows, which are performed regularly to provide better services, is available from the IT Scheduled Maintenance page

Events and news releases and links to events, newsletters and notices are on @JCU.