Client Services Officer

University of Tasmania; Hobart; Hybrid; AUD 81,000 - 90,000; Full time

Job summary

The University of Tasmania seeks a Client Services Officer within IT Services to deliver high-quality customer service and responsive IT support across a broad range of ICT services. You will provide online, face-to-face, and remote technical assistance, troubleshoot issues, and guide end users while creating and maintaining user documentation.

Working in Hobart, you will contribute to efficient service delivery, meet agreed service levels, and support continuous improvement initiatives within

Qualifications

• Experience with ITIL and/or ITSM frameworks.
• Proven customer service experience in IT support.
• Strong understanding of ICT systems, software and hardware.

Responsibilities

• Provide timely IT support via face-to-face, online, and remote channels.
• Develop and maintain end-user documentation and guides.
• Troubleshoot issues and escalate complex problems when needed.
• Monitor service levels and ensure reliable IT delivery.
• Suggest improvements to IT support processes and services.

Skills

ITIL/ITSM frameworks

Customer service

ICT systems knowledge

Verbal and written communication

Analytical thinking

Job description

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.

• Provide online, face-to-face, and remote IT support, troubleshooting technical issues and delivering timely, effective solutions for end users.
• Create and maintain user documentation while providing expert guidance on ICT services, ensuring a high level of customer satisfaction and service excellence.
• Full time, Fixed-Term (12 months) position located in Hobart.

About the opportunity

The Client Services Officer, IT Services provides high-quality customer service and responsive IT support across a broad range of ICT services at the University of Tasmania. The role delivers online, face-to-face, and remote technical support, troubleshooting and resolving IT issues, providing guidance to end users, and creating and maintaining user documentation. Operating to agreed service levels, the position focuses on the efficient delivery of support services, clear communication, timely resolution of requests and incidents, and achieving high levels of customer satisfaction.

What you'll do:

• Provide timely and effective IT support via face-to-face, online and remote support, 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 processes and services.

What we're looking for:

• Demonstrated experience with ITIL (Information Technology Infrastructure Library) and/or ITSM (IT Service Management) frameworks.
• Proven experience in delivering high-quality customer service in an IT support environment.
• Strong understanding of ICT systems, software, and hardware, with the ability to troubleshoot and resolve technical issues.
• Excellent verbal and written communication skills, with the ability to convey technical information clearly and effectively.
• Strong analytical skills and the ability to think critically to solve complex problems

Salary details

Appointment to this role will be at HEO 5 and will have a total remuneration package of up to $105,665 comprising base salary within the range of $80,869 to $90,312 plus 17% superannuation.

Position Description - Client Services Officer.pdf.

Applications close Thursday, 29 October 2026, 11.55pm

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.