Service Desk

About

The University of Tasmania's IT Service Desk provides support to over 30,000 students (18,300 equivalent full-time students) and over 6,100 staff (2,789 full-time equivalent staff) based at several campuses. The Service Desk has a Team Leader, five full-time staff and a pool of casual staff.

The Service Desk is the front-end of a three-tier system of support for the UTAS community for all IT, Video Conference, Telephony, Audio Visual or online learning issues. We provide a single point of contact for all users of ITS Services. Should Service Desk staff be unable to resolve an issue directly they will refer the enquiry to the appropriate ITS specialist.

1. Services Provided

  • All UTAS related IT issues or requests for Students and Staff
  • All Telephony issues or requests for Students and Staff
  • All Network issues or requests for Students and Staff
  • Password management
  • All Video Conference support and bookings for Centrally Managed spaces
  • All Audio Visual Support for Centrally Managed spaces

2. Service Access

  •  Telephone Service hours are:
    •  08:00 - 18:00 (8:00am - 6:00pm AEST),  Monday to Friday (excluding Public Holidays)
    • 10:00 - 13:00 (10:00am - 1:00pm AEST) Saturday, Sunday and Public Holidays.
  • Face to face support is available at the Morris Miller Library (Sandy Bay Campus) and Launceston Campus Library (Newnham Campus):
    •  10:00 - 16:00 (10:00am - 4:00pm AEST) during Semester 1 & 2 teaching periods Monday to Friday (excluding Public Holidays)
    •  11:00 - 13:00 (11:00am - 1:00pm AEST) during non Semester 1 & 2 teaching periods, Monday to Friday (excluding Public Holidays).
  • Phone (Internal): x1818
  • Phone (External): (03) 6226 1818,  International: +61 3 6226 1818
  • Phone (Local Call): 1300 304 903 (From within Tasmania, Mobiles Extra)
  • Online job logging:  https://servicedesk.its.utas.edu.au/
  • Homepage: http://www.utas.edu.au/service-desk/
  • Email: service.desk@utas.edu.au
    Incidents may be reported anytime either online or by e-mail for a next business day response.

3. Service Performance

The Service Desk measures our performance in a large number of ways, the most important being:

1. Response Time: The Service Desk aims to answer over 90% of phone calls within 30 seconds
 The minimum desired level is that 85% of calls will be answered within 30 seconds.

2. Telephone call abandonment rate: The percentage of callers abandoning their attempt to phone the Service Desk after waiting 30 seconds is to be kept at or under 7%, with the desire being to keep this at or under 5%.

3. First Call Resolution: The UTAS Service Desk aims to resolve 40% of calls at first phone contact. 


Some statistics related to the Service Desk's performance can be found online: http://www.utas.edu.au/service-desk/service-desk-statistics