IT Service Centre Senior Support Officer

Monash University; Melbourne; On-site; AUD 100,000 - 108,000; Full time

Job summary

Monash University is seeking an IT Service Centre Senior Support Officer at the Clayton campus to deliver frontline ICT support for staff and students. You will assist with desktops, printers, AV, and telephony within a collaborative, service-driven environment.

The role focuses on resolving incidents, providing specialist advice, and contributing to improvements in service delivery while maintaining strong customer service across multiple campuses.

Qualifications

• 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 the Standard Operating Environment.
• Recognised as a Subject Matter Expert in at least one technical discipline.

Responsibilities

• Provide ICT support by phone and in person for 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 ongoing improvement of service delivery processes and documentation.

Skills

Desktop hardware

Standard software

Custom software

Problem solving

Time management

Communication

Job description

Job No.: 697540

Location: Clayton campus

Employment Type: Full-time

Duration: Continuing Full Time

Remuneration: $100,155 - $108,106 pa HEW Level 6 (plus 17% employer superannuation)

• Amplify your impact at a world top 50 University
• Join our inclusive, collaborative community
• Be surrounded by extraordinary ideas - and the people who discover them

The Opportunity

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.

Key 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.

About You

• 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

About Monash University

At Monash, work feels different. There’s a sense of belonging, from contributing to something ground breaking – a place where great things happen.

We value difference and diversity, and welcome and celebrate everyone's contributions, lived experience and expertise. That’s why we champion an inclusive and respectful workplace culture where everyone is supported to succeed.

Some 20,000 staff work for Monash around the world. We have 95,000 students, four Australian campuses, and campuses in Malaysia and Indonesia. We also have a major presence in India and China, and a significant centre and research foundation in Italy.

In our short history, we have skyrocketed through global university rankings and established ourselves consistently among the world's best tertiary institutions. We rank in the world’s top-50 universities in rankings including the QS World University Rankings 2026.

Learn more about Monash.

Today, we have the momentum to create the future we need for generations to come. Accelerate your change here.

Monash supports flexible and hybrid working arrangements. We have a range of policies in place enabling staff to combine work and personal commitments. This includes supporting parents.

THIS ROLE IS ONLY OPEN TO INDIGENOUS AUSTRALIANS AND MONASH STAFF

Diversity is one of our greatest strengths at Monash. We encourage applications from Aboriginal and Torres Strait Islander people, culturally and linguistically diverse people, people with disabilities, neurodivergent people, and people of all genders, sexualities, and age groups.

We are committed to fostering an inclusive and accessible recruitment process at Monash. If you need any reasonable adjustments, please contact us at [e-mail] in an email titled 'Reasonable Adjustments Request' for a confidential discussion.

Your employment is contingent upon the satisfactory completion of all pre-employment and/or background checks required for the role, as determined by the University.

Enquiries: Edward So, IT Service Centre Team Leader, 03 9905 3891

Position Description: IT Service Centre Senior Support Officer

Applications Close: Wednesday 28th October 2026, 11:55pm AEDT

Supporting a diverse workforce