ICT Customer Support Officer

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.

Log and prioritise customer IT support requests in ticketing systems such as Jira, ServiceNow, or similar platforms. Diagnose hardware faults by requesting error messages, system information, and troubleshooting steps from users. Troubleshoot Windows and macOS operating system problems including login issues, driver conflicts, and system updates. Guide users through password resets and multi-factor authentication setup using organisational identity management systems. Install, configure, and remove software applications remotely using tools such as TeamViewer, AnyDesk, or Microsoft Remote Desktop. Test network connectivity and diagnose WiFi or VPN connection problems using command-line utilities such as ping, ipconfig, and nslookup. Escalate unresolved technical issues to second-line support or specialist teams with detailed documentation. Provide telephone and email support to end users with varying technical literacy levels, explaining solutions in non-technical language.

The standard entry pathway requires a diploma, advanced diploma or associate degree (ABS skill level 2). Specific qualification requirements vary by employer and state. Some employers may accept equivalent experience. Check yourcareer.gov.au for available courses and dewr.gov.au/skills-reform/free-tafe for subsidised training options.

The work is repetitive (resetting passwords, clearing cache, restarting computers) and you're constantly interrupted by calls and tickets. Users often blame you for problems you didn't cause, and you'll spend a lot of time explaining the same fixes to people who don't listen or remember your advice.

In reality these jobs concentrate in major metros where big corporate offices, universities, and government agencies cluster. Some government and finance employers have regional support teams, but most regional areas have very few positions. Remote work is increasingly common, so location matters less than it did, but you still need to live where your employer is based or willing to hire remote staff.

Published for ANZSCO unit group 3131, the wider group this job sits in, not for this job on its own.

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.

• 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

• ABS OSCA 2024, occupation definition and task statements
• ABS Survey of Employee Earnings and Hours, May 2025, customised report.
• ABS, 2021 Census of Population and Housing based on usual place of residence (Custom Report). OSCA Experimental Estimates.

Role data is drawn from official Australian Government sources, and each figure names where it comes from. Where a role is not in the ABS classification, the page shows no government figures for it. Data may not reflect every local variation.

Where our numbers come from.

What ICT Customer Support Officer workers move into, from ten years of tax records.

Last updated: 30 October 2026