Senior IT Service Desk Lead - Frontline Support

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

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.