ICT Customer Support Officers provide support, education and guidance in the deployment and maintenance of computer infrastructure and the diagnosis and resolution of technical problems and issues. May work in a call centre.

Skill Level

2

Alternative Titles

• ICT Help Desk Officer
• ICT Help Desk Technician
• Systems Support Officer

Specialisations

• Network Support Technician
• Operator Command Support Systems (Army)

Unless you are exempt in very limited circumstances, you are required to have a positive Skills Assessment to apply for the visas listed above.

Skills Assessment authority for ICT Customer Support Officer is Trades Recognition Australia (TRA). To have a positive skills assessment, you must meet the following criteria:

• Must have successfully completed an AQF Qualification either a Certificate IV in Information Technology or formal training that is comparable
• Must possess skills that are current to Australian industry standards demonstrated by 12 months full time employment or equivalent part-time in the occupation in the previous three years
• If you have obtained a qualification internationally or an Australian qualification that was not through the Australian Recognition of Learning process, you are required to demonstrate 3 years full time or equivalent post-qualification experience
• If you have obtained an Australian qualification issued through the Australian Recognition of Learning process, you are required to demonstrate 3 years full-time or equivalent post-qualification experience OR 6 years full-time or equivalent experience which can be either pre- or post-qualification

Provide support for the deployment and maintenance of computer infrastructure and web technology and the diagnosis and resolution of technical problems.

Tasks

• Determining software and hardware requirements to provide solutions to problems
• Responding to inquiries about software and hardware problems
• Adapting existing programs to meet users’ requirements
• Installing and downloading appropriate software
• Ensuring efficient use of applications and equipment
• Implementing computer networks
• Designing and maintaining websites
• Repairing and replacing peripheral equipment such as terminals, printers and modems
• May work in a call centre

Skill Level

In Australia and New Zealand:

Most occupations in this unit group have a level of skill commensurate with the following qualifications:

• Australia (ANZSCO Skill Level 2)
  • AQF Associate Degree;
  • AQF Advanced Diploma; or
  • AQF Diploma
• New Zealand (ANZSCO Skill Level 2)
  • NZQF Diploma

Please note at least three years of relevant experience may be a substitute for the formal qualifications listed above. In some instances, relevant experience and/or on-the-job training may be required in addition to the formal qualification.

Occupations in this Group

• 313111 Hardware Technician
• 313112 ICT Customer Support Officer
• 313113 Web Administrator
• 313199 ICT Support Technicians nec