Service & Systems Support Officer

At AFCA fairness is at the heart of everything we do. Behind every successful customer interaction investigation and outcome is technology that works seamlessly. Thats where you come in.

Were looking for a customer-focused IT Service & Systems Support Officer to join our Information Services team. Youll be the go-to expert helping colleagues across the organisation stay connected productive and supported while contributing to the technology that enables AFCA to make a real difference for Australians. 

Youll be the first point of contact for IT support while also working across infrastructure end-user technology telephony and enterprise systems. Youll troubleshoot resolve improve and optimise technology services helping hundreds of colleagues do their best work every day.

What youll be doing

• Deliver exceptional Level 1 and Level 2 IT support across end-user devices telephony infrastructure and systems.
• Manage and resolve incidents and service requests through our service desk.
• Support user accounts system access and technology changes.
• Deploy configure and maintain computers telephony and network infrastructure.
• Partner with internal stakeholders and external vendors to resolve issues and improve services.
• Contribute to continuous improvement initiatives and technology projects.
• Help drive a positive customer-focused support experience across AFCA.

Qualifications :

Youll thrive in this role if youre someone who enjoys solving problems helping people and staying curious about technology.

Were looking for:

• Experience providing IT support that is customer focused.
• Knowledge of Active Directory end-user computing and basic networking.
• Strong troubleshooting and incident management skills.
• Outstanding communication and customer service capabilities.
• Experience supporting cloud and on-premises environments.
• Exposure to technologies such as Microsoft Exchange Windows Server SQL Server and VMware.
• ITIL knowledge or certification will be highly regarded.
• Experience with IP telephony systems is advantageous.

Additional Information :

Additional Information

• Gold AWEI Accreditation 2025  Recognised for LGBTQ workplace inclusion.
• Accredited Family Friendly Workplace  Supporting work-life balance and inclusivity.
• Hybrid working  Flexible arrangements with two days a week in our modern offices designed for collaboration and wellbeing.
• Additional and inclusive leave options  Flexible public holidays gender affirmation leave womens health leave and bonus paid time off over the end of year holiday period.

To apply

If youre passionate about fairness and believe your skills align with this role we encourage you to apply even if you dont meet every single criterion.

We welcome applications from people of all backgrounds cultures abilities sexual orientations and gender identities. If you require any accessibility support during the recruitment process please reach out to our team at 

We believe fairness starts with people. Thats why we dont use AI or automated tools to screen candidates. As a result our processes may take a little longer and we thank you for your patience.

About AFCA

The Australian Financial Complaints Authority (AFCA) was established in 2018 as a private not-for-profit ombudsman service providing free fair and independent help with financial disputes. The original team has grown to over 1600 dedicated professionals. Since 2018 AFCA has received more than 634000 complaints helping to secure $2.1 billion in compensation for consumers. 

AFCA is a 2026 Circle Back Initiative Employer - we are committed to responding to every applicant.

Remote Work :

No

Employment Type :

Full-time