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 technical support and customer service 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 equivalent combination of relevant experience and/or education/training; or an advanced diploma with subsequent relevant work experience. 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
High-level organisational and time management skills, including the ability to prioritise and manage multiple problems under pressure
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
Excellent analytical and problem-solving skills
If this sounds like a position that suits your current career focus we look forward to hearing from you.
At Monash University, we are committed to being a Child Safe organisation. This position will require the incumbent to hold a valid Working with Children Check (Employee) and a successful National Police Check (NPC).
Please note: Visa sponsorship is not available for this position. This role requires valid work rights for Australia.
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 Mon 31 Aug to Fri 4 Sept.
Enquiries: Please refer to Recruitment FAQs prior to sending your enquiry to [email protected]
Closing date: Sunday 23rd August 2026, 11:55 PM AEST
All candidates will be notified of the outcome of their application.
Supporting a diverse workforce
