Service Centre Technical Analyst

Salary: $78,792 per year

Vacancy Number: 410

Position Title: Service Centre Technical Analyst
Employment Type: Ongoing
FTE / Hours: Full Time, 1.0 (38.0 hours per week)
Department: ICT Services
Location: Preston
Award / Agreement: Melbourne Polytechnic Academic and Professional Staff Agreement 2025 (PACCT)
Classification Level: PACCT 5.1
Salary: $78,792 per annum, plus superannuation

Applications Close: Thursday, 22 October 2026

Job Summary

Provide responsive, customer-focused first and second level ICT support to staff and students across Melbourne Polytechnic’s Service Centre, remote and onsite support channels.

Why You'll Love Working Here

Melbourne Polytechnic has delivered hands-on, future-focused education for more than 110 years. Our people play a vital role in supporting students, industries and communities across Victoria.

In this role, you’ll enjoy:

• Meaningful work that supports education, training, innovation and student success

• A supportive and collaborative team environment

• Flexible work arrangements, where applicable

• Exposure to diverse programs, systems and continuous improvement initiatives

• A values-driven organisation committed to inclusion, wellbeing and quality

About the Role

Reporting to the Head of Service Management & Delivery, the Service Centre Technical Analyst provides responsive, customer-focused technical support to Melbourne Polytechnic staff and students as part of the ICT Service Centre, the primary client-facing function within ICT Services.

You will provide first and second level support across Service Desk, remote and onsite channels, supporting endpoint computing, software, classroom and teaching technologies, video conferencing and meeting spaces across Melbourne Polytechnic campuses.

Working within Melbourne Polytechnic’s IT service management framework, you will investigate and resolve incidents and service requests, contribute to incident, problem, change and knowledge management processes, maintain accurate service information and documentation, and identify opportunities to improve ICT services and the customer experience. This position suits someone with sound technical judgement who can effectively prioritise and respond flexibly to changing service demands across multiple campuses and support channels.

What You'll Do

• Provide first and second level ICT support to staff and students across telephone, ITSM, remote, onsite, classroom and Service Centre walk-up channels

• Investigate, diagnose and resolve ICT incidents and service requests across endpoint computing hardware, software and related ICT resources, escalating or working with technical specialists and service providers where required

• Accurately record, categorise, prioritise and document incidents, requests, diagnostic activities and resolutions within the ITSM system, while keeping customers informed throughout the support process

• Identify recurring or complex issues and potential Major Incidents, supporting investigation, escalation, Problem Management, root cause analysis and the development of practical workarounds

• Provide onsite and remote support for endpoint computing, classroom and teaching technologies, video conferencing and meeting space technologies across Melbourne Polytechnic campuses

• Apply IT service management processes including Request, Incident, Problem, Change, Knowledge and Configuration Management, and contribute to Melbourne Polytechnic’s ITIL-aligned service management framework

• Develop and maintain technical procedures, knowledge articles, quick reference guides, workflows and other service support documentation, capturing solutions and workarounds to support knowledge sharing

• Monitor Service Centre workloads, service trends and metrics to identify recurring issues, workload pressures and opportunities to improve ICT services, support processes and the customer experience

• Work collaboratively with ICT colleagues, internal stakeholders, service providers, contractors and vendors, sharing technical knowledge and providing guidance and support to junior and casual staff

What You'll Bring

Essential

• Demonstrated experience providing first and second level technical support within an ICT Service Desk, Service Centre or comparable customer-focused ICT support environment

• Proven ability to deliver high-quality customer service in a service-driven environment, managing competing priorities and responding effectively to changing customer and operational requirements

• Strong analytical and technical problem-solving skills, with the ability to investigate and diagnose complex ICT issues, develop appropriate workarounds or solutions, and exercise sound professional judgement

• Broad technical knowledge and practical experience supporting endpoint computing, hardware, software, classroom and teaching technologies, video conferencing and meeting space technologies

• Demonstrated ability to work both independently and collaboratively within a technical team, using initiative and judgement to provide informed advice and assistance to a broad range of customers

• Sound knowledge and practical experience working within an ITIL-aligned service management environment, including Request, Incident, Problem and Change Management processes

• Demonstrated experience using ITSM applications and tools to record, manage, monitor and resolve incidents and service requests

• Experience using Service Desk metrics and data analytics to monitor service performance, identify trends and recurring issues, and support operational decision-making and service improvement

• Demonstrated ability to identify business process or system issues and contribute practical workarounds, process improvements and solutions that support effective business-as-usual operations

• Excellent verbal, written and interpersonal communication skills, with the ability to communicate technical information clearly to technical and non-technical customers and stakeholders

• Strong organisational and time management skills, with the ability to manage multiple priorities, work effectively within conflicting timelines and respond flexibly to fluctuating service demands

• Demonstrated ability and willingness to work across telephone, Service Desk, remote and onsite support environments and across multiple Melbourne Polytechnic campuses

• Demonstrated ability to develop and maintain clear technical and operational documentation and to share technical knowledge and provide practical guidance to colleagues

• Commitment to continuous learning, collaboration and the delivery of responsive, reliable and customer-focused ICT services

Desirable

• ITIL certification

Qualifications & Mandatory Checks

Qualifications

To be considered for this role, applicants must hold relevant qualifications and/or equivalent experience aligned to the requirements of the role, as outlined in the Position Description.

Mandatory Checks

Appointment to this position is subject to the successful completion of all mandatory employment checks.

You must hold, or be eligible to obtain:

• A valid Victorian Working with Children Check (Employee)

• A National Police Check

• Any other role-specific employment, regulatory or safety checks required for the position

How To Apply

Click Apply to submit your application through Melbourne Polytechnic’s careers portal. You will be able to view the full Position Description and upload your documents online.

Please ensure you:

• Complete all pre-screening questions

• Upload your CV and a brief cover letter (maximum 2 pages) outlining how your skills and experience align with the role

File Requirements:

• Maximum file size: 2MB per document

• Preferred format: PDF (Word .doc or .docx accepted)

• Avoid special characters in file names (e.g. ! @ # % *)

Please note: The relevance and suitability of qualifications will be assessed by the hiring manager as part of the selection process. Recruitment does not provide individual pre-assessments of qualifications prior to application.

What Happens Next

Our selection process may include:

• An interview (in person or via Microsoft Teams)

• Reference checks

• Employment and qualification verification

We aim to provide a respectful and timely recruitment experience for all applicants.

Questions?

For further information, please contact the Recruitment Team via [email protected]

Diversity and Inclusion

Melbourne Polytechnic is an equal opportunity and child-safe employer. We value the knowledge, skills and perspectives of Aboriginal and Torres Strait Islander peoples and strongly encourage applications from First Nations candidates. We also welcome applications from people with disability, people from culturally diverse backgrounds, women in underrepresented areas, and people of all genders, gender identities, sexual orientations and LGBTQIA+ communities.

Recruitment Agencies

Melbourne Polytechnic manages all recruitment directly. We do not accept unsolicited applications from agencies unless engaged through the State Purchasing Contract and with prior written approval.