Eexams It Support Officer

Location: Clayton campus

Employment Type: Casual

Duration: Semester 1 Exam Delivery Period from Monday 3 June to Thursday 20 June inclusive with online training to be commencing from 20 May and in-person training from 27 to 29 May 

Remuneration: HEW 5, $51.01 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 need to have completed an advanced diploma with subsequent relevant work experience; or an equivalent combination of relevant experience and/or education/training. You will have: 

• 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
• High-level organisational and time management skills, including the ability to prioritise and manage multiple problems under pressure
• Effective written and verbal communication skills
• Strong customer service skills, focus and integrity
• Ability to work as an effective member of a team and exercise independence, judgement, and initiative within your scope of practice

If this sounds like a position that suits your current career focus we look forward to hearing from you.

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, neurodiverse people, and people of all genders, sexualities, and age groups.

Be part of our story. Work with us to #ChangeIt.

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.

Current students from Monash University are ineligible for this role with the exception of PhD students who are studying 100% by research and do not have any coursework/exams for their course.

Please note: Successful candidates will be invited to attend one group interview which will be conducted between Monday 8 April and Thursday 11 April.

All candidates will be notified of the outcome of their application.

To apply, please complete the EOI form and upload a copy of your resume.

Position Description 

 eExam IT Support Officer

Enquiries

Please refer to Recruitment FAQs prior to sending your enquiry to ***************@monash.edu.

Closing Date

Tuesday 2 April 2024, 11:55 pm AEDT

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Supporting a diverse workforce

Monash University recognises that its Australian campuses are located on the unceded lands of the people of the Kulin nations, and pays its respects to their elders, past and present.