Service Desk Officer

**Job no**: 495501
**Categories**: Information and Communication Technology, Community Services & Development, Government and Defence
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.
**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
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.
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.
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**:
Monash Council is committed to be a flexible, safe, equal and inclusive workplace where we embrace and support diversity.
We are also committed to being a Child Safe organisation and have zero tolerance to child abuse.