eExam IT Support Officer
Location: Clayton campus
Employment Type: Casual
Duration: Semester 1 Exam Delivery Period from Monday 9 June to Thursday 26 June inclusive with in-person training to be commencing from 2 to 4 June.
Remuneration: HEW 5, $52.54 per hour (loaded casual rate)
The Opportunity
The eExam IT Support Officer is part of a dynamic customer-focused team of IT support professionals providing excellent frontline support to Monash University students, eExam Supervisors, and the broader eAssessment Operations Team during the delivery of end-of-semester exams. The primary focus is to deliver a variety of technical support services to the entire customer group. Successful candidates will be expected to apply technical knowledge and expertise to ensure an efficient and effective exam delivery.
The role is responsible for:
- Providing exceptional customer service and technical support in-person and via telephone, online, and remote methods to users with IT problems during eExam delivery
- Creating and maintaining accurate and detailed log entries of all problems and corresponding support actions
- Responding to requests for assistance and ensuring requests are regularly updated in an effective and timely manner according to agreed procedures
- Ensuring technical queries not progressing are escalated according to established procedures
- Providing an effective interface between users and stakeholders by supplying all necessary information according to procedures
- Participating in online and in-person training to ensure specialist systems and internal procedures are well understood
- Other duties as directed from time to time
To be successful in this role, you will have:
- Strong customer service skills, focus and integrity
- Effective written and verbal communication skills
- Ability to work as an effective member of a team and exercise independence, judgement, and initiative within your scope of practice
- High-level organisational and time management skills, including the ability to prioritise and manage multiple problems under pressure
- Sound technical knowledge of desktop hardware and both standard and customised (in-house) software - knowledge of the University’s Standard Operating Environment (SOE) is beneficial
- Excellent analytical and problem-solving skills
About Monash University
At Monash, work feels different. There’s a sense of belonging, from contributing to something groundbreaking – 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.
Learn more about Monash.
Join the pursuit of our purpose to build a better future for ourselves and our communities - #ChangeIt with us.
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.
With the exception of PhD students who are studying 100% by research and do not have any coursework/exams for their course, CURRENT students from Monash University are NOT Eligible for this role.
Please note: Successful candidates will be invited to attend one group interview which will be conducted between Tue 1 April and Fri 4 April.
Enquiries: Please refer to Recruitment FAQs prior to sending your enquiry to esol-eassessment-it-stream@monash.edu
Applications Close: Monday 24 March 2025, 1:55pm AEDT
All candidates will be notified of the outcome of their application as soon as possible.
Supporting a diverse workforce
