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 Skilled Staff Agreement 2025 (PACCT) Classification Level: PACCT 5.1 Salary: $78,792 per annum, plus superannuation

Applications Close: Wednesday, 14 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 Thisrole, 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

Essential What You'll Bring

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, cl

📌 Service Centre Technical Analyst (Melbourne)
🏢 Melbourne Polytechnic
📍 Melbourne