The University of Tasmania's IT Service Desk provides support to all staff and students on campus and online.
1. Service Channels
Online request or enquiries can be submitted within the Service Portal
- Requests and Enquiries may be reported anytime online
- Answers to many queries can also be found in the Service Portal knowledge base
- Forms are available for common requests and problems
Telephone requests can be made on 03 6226 1818
- >363 days/year. Closed on Christmas day (25-December) and New Year's Day (01-January)
- 8am - 6pm, Monday to Friday (except for public holidays, see below)
- Christmas Holiday Support hours, 22nd to 31st December 10 am to 1 pm
- 10am - 1pm, Saturday, Sunday, Tasmanian state-wide Public Holidays and University closure days between Christmas Day and New Years Day holiday.
- Phone: (03) 6226 1818 | International: +61 3 6226 1818
- Phone: 1300 304 903 (Local Call charge from landlines within Tasmania)
In person at the Morris Miller Library
- 10am to 1pm, Monday to Friday. (except for public holidays and University Christmas closure days)
2. Services Provided
The Service Desk is the front-end of a three-tier system of support for the University in relation to University System IT, Video Conference, Telephony, Audio Visual or online learning system issues. We provide a single point of contact for all staff and students.
- University System related IT requests or enquiries for Students and Staff
- Password Support
- Multi-factor authentication (MFA) support
- All video conference support for centrally managed spaces
- All audio visual support for centrally managed spaces
3. Service Performance
The Service Desk measures our performance in a large number of ways, the most important being:
- Response Time: The Service Desk aims to answer over 90% of phone calls within 45 seconds. The minimum desired level is that 85% of calls will be answered within 45 seconds.
- 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%.
- First Call Resolution: The Service Desk aims to resolve 40% of calls at first phone contact.
