IT Service Centre Senior Support Officer

Monash • Clayton, NC

2d

About The Position

Join Monash University's dynamic IT Service Centres, where we deliver frontline ICT support to staff and students across multiple campuses. As part of the Office of the Chief Information Officer (OCIO), you'll play a key role in supporting user-facing technology including desktops, printers, and communication systems in a collaborative, service-driven environment.

Requirements

• Strong technical knowledge of desktop hardware and both standard and custom software
• Excellent problem-solving, time management, and communication skills
• Proven ability to juggle multiple issues and prioritise effectively
• Customer-focused with a deep understanding of our Standard Operating Environment
• Recognised as a Subject Matter Expert in at least one technical discipline

Responsibilities

• Provide technical support via phone and in person for ICT-related issues, including but not limited to infrastructure, desktop, network, AV, telephony, and systems.
• Offer specialist advice and contribute to consistent practices across teams
• Participate in team training and knowledge sharing
• Troubleshoot complex technical issues and escalate where necessary.
• Log and manage service requests, ensuring timely and professional resolution
• Escalate unresolved queries and maintain accurate fault records
• Install and upgrade hardware and software in line with service standards
• Deliver exceptional customer service to a broad range of end users.
• Contribute to the ongoing improvement of service delivery processes and documentation.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed