Important: This page is an independent reference summary. Verify classification decisions against the official ABS source before using them for tax, licensing, immigration or compliance purposes.

Role overview

ICT Customer Support Officers provide essential technical assistance to computer users across Australian organisations. These professionals serve as the first point of contact for resolving technology issues, offering guidance on software and hardware problems, and ensuring smooth operation of computer systems. Their role spans various industries including corporate, government, education, and technology service providers.

In the Australian context, these officers typically work in help desk or service desk environments, using ticketing systems to manage customer inquiries. They bridge the gap between technical teams and end-users, translating complex technical concepts into understandable solutions. The occupation requires strong problem-solving skills and customer service orientation to effectively support Australia's diverse technology landscape.

Key tasks in practice

ICT Customer Support Officers perform diverse technical support functions:

  • Responding to customer inquiries about computer hardware malfunctions, software errors, and system performance issues through various channels including phone, email, and remote support tools
  • Installing, configuring, and updating software applications according to organisational requirements and user needs
  • Diagnosing network connectivity problems, troubleshooting internet access issues, and resolving local area network (LAN) and wireless network problems
  • Providing basic training and guidance to users on operating systems, office software, and other business applications
  • Documenting technical issues, solutions, and procedures for knowledge base articles and future reference

Skill level explanation

The Australian Skills Classification assigns Skill Level 2 to ICT Customer Support Officers, indicating these roles typically require:

  • AQF Certificate IV or Diploma qualification in information technology, computer science, or related field
  • Relevant vocational experience that may substitute for formal qualifications in some employment situations
  • Demonstrated technical knowledge across multiple software and hardware platforms
  • Strong communication skills for effective customer interaction and problem resolution

This skill level reflects the technical complexity of the role and the need for systematic problem-solving approaches in Australian workplace contexts.

Industry context

ICT Customer Support Officers find employment across multiple Australian industries as classified by ANZSIC:

  • ICT Services (7000): Technology companies providing support services to external clients
  • Telecommunications Services (8101)
  • Computer System Design Services (4222): Firms implementing and supporting computer systems for businesses
  • Administrative Services (6962): Call centres and support services operations

These professionals also work in internal IT departments across virtually all sectors of the Australian economy, including government agencies, educational institutions, healthcare organisations, and financial services companies where computer support is essential for daily operations.