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. They may work in call centres.

Also known as: ICT Help Desk Officer, ICT Help Desk Technician, or System Support Officer.

Specialisations: Network Support Technician, Operator Command Support Systems (Army).

Either extensive experience or a formal qualification in information technology is needed to work as an ICT Customer Support Officer. VET (Vocational Education and Training) and university are both common study pathways for ICT Customer Support Officers.

Tasks

  • Determines software and hardware requirements to provide solutions to problems.
  • Responds to queries on software and hardware problems.
  • Installs and downloads appropriate software.
  • Adapts existing programs to meet users' requirements.
  • Ensures efficient use of applications and equipment.
  • Implements computer networks, designs and maintains websites.
  • Repairs/replaces peripheral equipment such as terminals, printer and modems.
  • May work in call centre.
  • Computer systems technicians assemble, install, maintain and repair computer hardware, software and related equipment.

More about ICT Support Technicians

All ICT Support Technicians

  • $1,498 Weekly Pay
  • Very strong Future Growth
  • Lower unemployment Unemployment

ICT Customer Support Officers

  • 37,000 workers Employment Size
  • High skill Skill level rating
  • 85% Full-Time Full-Time Share
  • 41 hours Average full-time
  • 36 years Average age
  • 21% female Gender Share

The number of people working as ICT Customer Support Officers (in their main job) grew moderately over 5 years:
from 34,600 in 2011 to 37,000 in 2016.

  • Size: This is a large occupation.
  • Location: ICT Customer Support Officers work in many regions of Australia.
  • Industries: Most work in Professional, Scientific and Technical Services; Education and Training; and Public Administration and Safety.
  • Full-time: Most work full-time (85%, much higher than the average of 66%).
  • Hours: Full-time workers spend around 41 hours per week at work (compared to the average of 44 hours).
  • Age: The average age is 36 years (compared to the average of 40 years).
  • Gender: 21% of workers are female (compared to the average of 48%).

Employment Outlook

Number of Workers

No data is available for the selected graph for this Occupation.

Weekly Earnings

Weekly Earnings (Before Tax)

No data is available for the selected graph for this Occupation.

Main Industries

Main Employing Industries (% Share)

Source: Based on ABS Census 2016, Customised Report. Industries are based on the Australian and New Zealand Standard Industrial Classification (ANZSIC 06).
Main Employing IndustriesIndustry (% share)
Professional, Scientific and Technical Services34.4
Education and Training13.0
Public Administration and Safety10.3
Information Media and Telecommunications6.6
Other Industries35.7

States and Territories

  • NSW

  • VIC

  • QLD

  • SA

  • TAS

  • NT

  • ACT

Employment by State and Territory (% Share)

Source: Based on ABS Census 2016, Customised Report. Share of workers across Australian States and Territories, in this job compared to the all jobs average.
StateICT Customer Support OfficersAll Jobs Average
NSW34.531.6
VIC26.925.6
QLD16.820.0
SA6.67.0
WA8.710.8
TAS1.72.0
NT0.71.0
ACT4.01.9

Age Profile

Age Profile (% Share)

Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
Age BracketICT Customer Support OfficersAll Jobs AverageAll Jobs Average
15-191.7-5.05.0
20-2410.0-9.39.3
25-3434.0-22.922.9
35-4427.3-22.022.0
45-5417.0-21.621.6
55-595.6-9.09.0
60-643.0-6.06.0
65 and Over1.5-4.24.2

Education Level

Highest Level of Education (% Share)

Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.
Type of QualificationICT Customer Support OfficersAll Jobs AverageAll Jobs Average
Post Graduate/Graduate Diploma or Graduate Certificate12.2-10.110.1
Bachelor degree31.0-21.821.8
Advanced Diploma/Diploma19.0-11.611.6
Certificate III/IV13.8-21.121.1
Year 1218.9-18.118.1
Year 112.2-4.84.8
Year 10 and below3.0-12.512.5

Either extensive experience or a formal qualification in information technology is needed to work as an ICT Customer Support Officer. VET (Vocational Education and Training) and university are both common study pathways for ICT Customer Support Officers.

Membership with the Australian Computer Society may be useful.

Thinking about study or training?

Before starting a course, check it will provide you with the skills and qualifications you need.

  • Search and compare thousands of higher education courses, and their entry requirements from different institutions across Australia at Course Seeker website.
  • Compare undergraduate and postgraduate student experiences and outcomes on the QILT website.
  • Compare Vocational Education and Training (VET) courses, providers and student outcomes on the My Skills website.
  • You might be interested in Information and Communications Technology VET training pathways on the AAPathways website.

Or check out related courses on Job Outlook.

Useful links and resources


The course listings on this page are provided by Good Education Group.

Employers look for ICT Support Technicians who are reliable, work well in a team and have a strong work ethic.

Filter Skills & Knowledge

Knowledge

These are important topics, subjects or knowledge areas.

  1. Computers and electronics

    85% Skill level

    Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

  2. Customer and personal service

    76% Skill level

    Understanding customer needs, providing good quality service, and measuring customer satisfaction.

  3. Clerical

    64% Skill level

    Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

  4. English language

    60% Skill level

    English language including the meaning and spelling of words, rules of composition, and grammar.

  5. Telecommunications

    54% Skill level

    Transmission, broadcasting, switching, control, and operation of telecommunications systems.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 15-1151.00 - Computer User Support Specialists.

Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.

Filter Work Environment

Demands

The physical and social demands workers face most often are shown below.

  1. Electronic mail

    100% Important

    Use electronic mail.

  2. Telephone

    100% Important

    Talk on the telephone.

  3. Face-to-face discussions

    94% Important

    Talk with people face-to-face.

  4. Contact with people

    94% Important

    Have contact with people by telephone, face-to-face, or any other way.

  5. Being exact or accurate

    89% Important

    Be very exact or highly accurate.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 15-1151.00 - Computer User Support Specialists.

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