Client Services Officer

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 responsive online, face-to-face, and remote IT support, troubleshooting technical issues and guiding users across a wide range of ICT services
• Create and maintain user documentation while delivering high-quality customer service through clear communication and timely resolution of incidents and requests
• Full time position located in Hobart

About the opportunity

The Client Services Officer, IT Services is responsible for delivering high-quality customer service and responsive IT support for a broad range of ICT services across the University of Tasmania, ensuring support is provided in line with agreed service levels and quality standards. The role involves providing online, face-to-face, and remote technical support, troubleshooting and resolving ICT issues, offering guidance on technology services, and creating and maintaining user documentation and instruction guides. Through effective communication and timely resolution of incidents and requests, the position aims to ensure a positive user experience and 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.
• Create, maintain, and continuously improve knowledge base articles, support documentation, and standard operating procedures to support effective service delivery and knowledge sharing.

What we’re looking for:

• Demonstrated experience in IT Service Management (ITSM) and the effective use of ticketing systems in a support environment.
• 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.
• Strong understanding of staff and student account management, including account lifecycle processes, access management, identity systems, and providing support for account-related issues

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.

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, Dev.Pradhan@utas.edu.au or 6226 1008
• 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 - Client Services Officer .pdf.

Applications close Wednesday, 2 September 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.