Could you become an ICT Customer Support Officer?
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Demand steady
What this job is
An ICT Customer Support Officer provides first and second-line technical assistance to end users experiencing hardware, software, or network issues in Australian organisations. They diagnose and resolve IT problems via phone, email, or remote access tools, escalate complex issues to specialist teams, and maintain accurate records of all support incidents in ticketing systems. The role requires strong troubleshooting skills, patience with non-technical users, and knowledge of common business applications and operating systems.
Pay
A$1,687 a week
This is the median for full-time employees who are not managers and are paid at the adult rate, before tax and salary sacrifice. It is a guide to what the work pays, not a wage rate.
Source: ABS Survey of Employee Earnings and Hours, May 2025, customised report.
What this role asks for
- Active Listeningcore
- Characteristics of productscore
- CRM System Operationcore
- Customer Complaint Resolutioncore
- Customer Needs Assessmentcore
- Data Entry and Verificationcore
- Digital Literacycore
- Escalation Managementcore
- Inbound Call Handlingcore
- Knowledge Base Utilisationcore
- Multichannel Customer Supportcore
- Problem Solvingcore
- SLA and KPI Adherencecore
- Telephone Etiquettecore
- Verbal Communicationcore
- Written Communicationcore
- ABAP
- Cisco
- Continuous Learning and Upskilling
- Email Management
- Empathy and Emotional Intelligence
- Incident Reporting
- Policy and Procedure Adherence
- Process Documentation
- ServiceNow IT Service Management
- Time Management and Prioritisation
- Workflow Queue Management
- Zendesk Ticketing System