IT Service Desk Specialist & Documentation Advocate

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

Job summary

The University of Tasmania is seeking a Client Services Officer in IT Services in Hobart to provide online, face-to-face and remote IT support, troubleshoot issues and guide end users. This role focuses on delivering high-quality customer service, maintaining documentation, and meeting service levels.

The position is full-time fixed-term (12 months) with a salary up to $105,665, comprising base salary of $80,869 to $90,312 plus 17% superannuation. Applicants must be eligible to work in Australia.

Qualifications

• Demonstrated experience with ITIL/ITSM 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.

Responsibilities

• 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.

Skills

ITIL/ITSM

Customer service

ICT systems

Communication

Analytical

Job description

The University of Tasmania is seeking a Client Services Officer in IT Services in Hobart to provide online, face-to-face and remote IT support, troubleshoot issues and guide end users. This role focuses on delivering high-quality customer service, maintaining documentation, and meeting service levels.

The position is full-time fixed-term (12 months) with a salary up to $105,665, comprising base salary of $80,869 to $90,312 plus 17% superannuation. Applicants must be eligible to work in Australia.