Provide exceptional frontline IT support Drive continuous improvement in service delivery Part time (parental backfill) role at 0.6FTE until December 2026 based in Hobart, Launceston or Burnie About the opportunity The Client Service Officer, IT Services is responsible for providing exceptional customer service and delivering efficient, responsive frontline IT support for a diverse range of information and communication technology (ICT) services at the University of Tasmania. The position will be measured for quality and effectiveness and expected to operate to the agreed service levels, ensuring efficient and effective delivery of IT support services to End-Users. This role will include phone, online, face-to-face, and live chat support, as well as the creation and maintenance of instruction guides and documentation. The Client Service Officer will troubleshoot and resolve technical issues, provide guidance on ICT services, and ensure a high level of customer satisfaction through clear communication and timely resolution of inquiries. What you’ll do: Provide timely and effective IT support via phone, online, face-to-face, and live chat, ensuring high levels of customer satisfaction. Develop, update, and maintain comprehensive instruction guides and documentation for end-users. Troubleshoot and resolve technical issues efficiently, escalating complex problems to higher-level support when necessary. Monitor and adhere to agreed service levels, ensuring consistent and reliable IT service delivery. Contribute to continuous improvement initiatives by identifying and suggesting enhancements to IT support. What we’re looking for: Demonstrated experience with Information Technology Infrastructure Library) and/or IT Service Management frameworks. Strong understanding of ICT systems, software, and hardware, with the ability to troubleshoot and resolve technical issues. Proven experience in delivering high-quality customer service in an IT support environment with the ability to convey technical information clearly and effectively. Experience in creating and maintaining user guides, manuals, and other instructional and procedural documentation. A tertiary qualification in IT or relevant field in an IT support environment. Salary details Appointment to this role will be at HEO 5 and will have a total remuneration package of up to $105,665 pro rata comprising base salary within the range of $80,869 to $90,312 pro rata plus 17% superannuation. How to Apply This vacancy is being advertised internally only in the first instance to current staff. In submitting your application, you acknowledge you have/intend to discuss your interest in this vacancy with your current manager and understand they may need to be contacted confidentially by the hiring manager as part of the assessment of your application. To apply online, please provide your CV and 1-2-page cover letter outlining your interest in the role, skills, capabilities and experience. You do not need to separately address the success profile. For further information about this position, please contact Dev Pradhan, Team Leader, Service Desk at dev.pradhan@utas.edu.au Interviews will likely be held on Thursday, 18 December 2025. Please visit https://www.utas.edu.au/jobs/applying for our guide to applying and details on the recruitment process. Please refer to the attached Position Description Below for full details. Position Description - 501798 - IT Services Client Service Officer.pdf Applications close Sunday, 14 December 2025, 11.55pm The University of Tasmania acknowledges the Palawa/Pakana and Gadigal/Wangal people as the traditional custodians of the land, sea and waters of the areas upon which we live and work. We recognise their valuable contributions and deep connection to country and pay respect to Elders past and present. As part of our commitment to a safe and inclusive workplace, employment history and police checks may be conducted as part of the selection process. To be eligible for this position, you are required to hold Australian or New Zealand Citizenship, permanent residency or a valid visa that enables you to fulfil the requirements of this role.
