• Full-time, Temporary up to 12 month
• Salary from $73,455 (pa) + Super
• Based at our Civic Centre in Glen Waverley

The City of Monash is a dynamic organisation committed to providing excellence in service delivery. Located in the eastern region, Monash is a cosmopolitan and culturally diverse city, close to the demographic centre of Melbourne.

An exciting opportunity exists to join our Digital & Technology team as a Service Desk Officer. This role sits within the Service Desk team and is focused on delivering value to our customers by working with the business to achieve great resolution outcomes.

About the Role:

This role requires a dynamic individual with significant experience in an IT Service Desk environment, demonstrating exceptional customer service skills and the ability to undertake complex investigatory tasks. The Analyst Officer will possess a strong understanding of ITIL principles and contribute to maintaining high levels of user satisfaction.

Click Here to view Position Description

Key Responsibilities:

Provide expert-level technical support to staff across a range of hardware, software, and systems, including but not limited to:

Workstation Laptop/PC/Printer/Photocopier support

Microsoft Windows environments

Microsoft 365 suite

Windows server applications (Active Directory, MS Entra/Azure AD, Exchange Administration Console)

Remote support tools

Diagnose and resolve complex technical issues, escalating to specialist teams as necessary, while maintaining ownership of the issue through to resolution.

Utilise advanced troubleshooting methodologies and tools to investigate and identify root causes of incidents.

Contribute to the development and maintenance of knowledge base articles and documentation to empower users and improve first-call resolution rates.

Collaborate with other DT teams to ensure seamless service delivery and contribute to service improvement initiatives.

Demonstrate highly developed interpersonal, communication, and negotiation skills in all interactions with staff.

Work effectively both independently and as a member of a team, contributing to a positive and collaborative work environment.

Manage workload effectively, working under pressure to plan, prioritise, and organise tasks to meet service level agreements.

The successful candidate will have:

Highly developed Endpoint devices including Printer/Photocopier support skills.

Highly developed understanding of networking principles (TCP/IP, DNS, DHCP).

Highly developed knowledge of the Microsoft 365 suite, including its administration and troubleshooting.

Highly developed knowledge of primarily Windows-based environments, including server and desktop operating systems.

Highly developed knowledge of Windows server applications, including Active Directory, Azure AD, Exchange, and Service Call Logging Systems.

Experience with endpoint management solutions (e.g., Autopilot and MS Company portal)

A recognised tertiary qualification in computer science or a related field.

Additional requirement:

• Right to work in Australia;
• Satisfactory National Police Check; and
• Other pre-employment checks may be required depending on the role requirements.

Benefits:

As a City of Monash employee, your personal and professional development is a key focus. You will have access to:

• Vibrant health and well-being programs;
• Employee Assistance Program;
• Supportive and accessible management;
• Flexible working arrangements;
• Training and development opportunities; and
• Discounted gym memberships.

How to Apply:

Please submit your resume along with a cover letter outlining your experience and how it relates to the role.

Applications are currently open, with a closing date of Sunday 15 June 2025, at 11:55 pm.

Enquiries:

If you would like to discuss this role further, please contact Dean Martir at [email protected]

Monash Council is committed to be a flexible, safe, equal and inclusive workplace where we embrace and support diversity.

As an Equal Opportunity employer, we encourage applications from people who are from different backgrounds including Aboriginal and Torres Strait Islander, people of any age, race, ethnicity, religion, gender identity, disability, sexual orientation and cultural background. If you have a reasonable adjustment, support or access requirement, we encourage you to let us know through your application or email [email protected]

We are also committed to being a Child Safe organisation and have zero tolerance to child abuse.