The University of Tasmania's IT Service Desk provides support to all staff and students on campus and online.
Students
Online request or enquiries can be submitted through the Student IT Support Form
- 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 13 UTAS (13 8827) or +613 6226 2600
- 8:30am - 5:00pm, Monday to Friday (except for public holidays, see below)
- Closed weekends and Tasmanian state-wide Public Holidays
- Closed between Christmas and New Years
- Phone: (03) 6226 2600 | International: +61 3 6226 2600
- Phone: 1300 304 903 (Local Call charge from landlines within Tasmania)
In person at the Morris Miller Library
- 9:00am to 5:00pm, Monday to Friday during semester
- 10:00am to 3:00pm off semester
- Closed on Saturday, Sunday, public holidays and University closure days between Christmas day and new years day holiday
In person at Inveresk Library
- 9:00am to 3:00pm Monday to Friday during and outside of semester
- Closed on Saturday, Sunday, public holidays and University closure days between Christmas day and new years day holiday
In person at Newnham Library
- 11:00am to 1:00pm Monday to Friday during and outside of semester
- Closed on Saturday, Sunday, public holidays and University closure days between Christmas day and new years day holiday
Staff
Online requests or enquiries can be submitted through the Help Hub
- 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 +613 6226 1818
- 8:30am - 5:00pm, Monday to Friday (except for public holidays, see below)
- Closed on weekends and Tasmanian state wide public holidays
- Closed between Christmas and New Years
- Phone: (03) 6226 1818 | International: +61 3 6226 1818
- Phone: 1300 304 903 (Local Call charge from landlines within Tasmania)
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
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 45 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.
