IT Service & Systems Support Officer
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Job Location:
Monthly Salary:
Posted on:
5 hours ago
Vacancies:
1 Vacancy
Job Summary
At AFCA technology isnt just about systems its about fairness.
Every day our people rely on technology to help Australians resolve financial complaints fairly and efficiently. Thats why were looking for a customer centric and peoplefirst IT Service & Systems Support Officer to join our helpdesk team. If you love solving problems helping people feel confident with tech and being the calm friendly face of IT this could be the next opportunity for you.
Youll be the first point of contact for the systems that power AFCAs complaints handling service. By keeping our technology running smoothly and supporting our frontline teams youll directly contribute to faster resolutions better experiences and fairer outcomes for consumers and financial firms alike. This is technology with purpose.
Typically in this role you will:
- Be the central trusted point of contact for IT support across AFCA.
- Log triage resolve and monitor incidents and service requests via phone email online and inperson support.
- Provide Level 1 and 2 tickets
- Resolve as much as possible at first contact and know when and how to escalate more complex issues.
- Work closely with senior support and technical specialists to ensure smooth timely outcomes.
- Capture fixes and solutions in clear useful knowledge articles to make support better every time.
- Identify recurring issues and contribute to continuous service improvement.
- Be a visible friendly technology partner who helps teams feel confident using the systems they rely on.
Qualifications :
- Excellent communication skills and a genuinely customercentred mindset.
- Has experience supporting enduser computing telephony and business applications.
- Is familiar with Active Directory administration and basic network concepts.
- Enjoys learning stays current with enduser technology trends and likes improving how things work.
- Ideally understands (or is working towards) ITIL foundations.
- Brings bonus points if youve worked with IP telephony cloud platforms or enterprise systems.
Additional Information :
- BOSS Best Places to Work 2024 credited for its culture engagement and flexible working arrangements.
- Most Inclusive Workplace 2024 Australian HR Institute (AHRI) Awards.
- Employer of Choice Public Sector and NFP Australian HR Awards 2023
- Bronze AWEI Accreditation 2024 Recognised for LGBTQ workplace inclusion.
- Accredited Family Friendly Workplace Supporting work-life balance and inclusivity.
- Hybrid working Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
- Inclusive leave options Flexible public holidays 20 weeks paid parental leave gender affirmation leave womens health leave and paid time off over Christmas.
- Financial benefits Not-for-profit salary packaging to boost take-home pay.
Life at AFCA
Our people are at the centre of everything we do. We live and breathe our cultural qualities which shape how we behave and how we engage with our customers. At AFCA you will truly feel the difference of working at an organisation which supports people of all backgrounds experiences and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute belong and flourish!
To apply
If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us we encourage you to apply even if you dont meet every single criterion.
We encourage applications from people of all ages cultures abilities sexual orientation and gender identities. We strive to provide a recruitment experience thats fair inclusive and accessible. If you have any specific accessibility requirements please reach out to the recruiter who is managing this process or email us at We also offer flexible working at AFCA and as such even if a role is advertised as full-time we invite conversations around other working arrangements and would still encourage you to apply.
AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.
Remote Work :
No
Employment Type :
Full-time
Key Skills
About Company
Fairness feels good Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes ... View more
