IT Service Desk Specialist - Customer Support & Docs

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 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