ICT Customer Support Officer
What the work is
Provides support, education and guidance in the deployment and maintenance of computer infrastructure and software, and the diagnosis and resolution of technical problems and issues.
Would you enjoy the work?
These are the main tasks in the official description. Mark how each one sounds to you.
- Supports customers in resolving technical incidents with computer hardware and software
- Installs and deploys software to meet customer needs
- Diagnoses, troubleshoots and resolves connectivity issues
- Provides basic user training on computer hardware and software
Try it
A simulation and a case study from this kind of work, set in the IT help desk of a fictional regional council office, with a queue of tickets and a phone that keeps ringing. They are fictional.
The kind of days you could have
Good days
- A stressed person leaves your desk with a working computer and a smile
- You explain something in plain words and see it click for them
- A tricky problem that took an hour to find gets solved with a tiny setting
Hard days
- A caller who is upset and blames you for something the system did
- Twelve urgent tickets at once, each one the most important thing to the person who sent it
- A problem you cannot solve alone, and the clock is ticking
Written by Career Calling as a general guide. Real roles vary by employer and place.
Work a mission
Step into a simulated workplace in this field, with a brief from your manager.
Description and tasks: Australian Bureau of Statistics, Occupation Standard Classification for Australia, 2024, Version 1.0 (opens another site), occupation 314231, used under a Creative Commons Attribution 4.0 licence. The skill guide above is our plain English summary.