Digital Service Centre Officer

About the role

The Digital Service Centre Officer provides frontline technology support to staff of the Aged Care Quality and Safety Commission, ensuring they can work efficiently both in‑office and remotely. The role is part of the Enterprise Service Management team and acts as the first point of contact for ICT incidents, service requests and enquiries.

Key responsibilities

• Serve as the initial contact for technology assistance across multiple support channels, delivering a consistent and professional customer experience.
• Troubleshoot, triage and resolve incidents where possible, and coordinate with specialist teams to restore services promptly.
• Manage personal workload and ticket queue, balancing priorities to meet service performance targets.
• Support end‑user devices, standard operating environments, peripherals and meeting‑room or conferencing solutions.
• Contribute to knowledge‑base management and demand reduction by documenting solutions and identifying recurring issues.

Required profile

• Strong communication skills with a customer‑focused attitude.
• Ability to work independently and as part of a team in a fast‑paced environment.
• Effective time‑management and prioritisation capabilities.
• Commitment to continuous improvement of service delivery.

Required skills

• Support for standard operating environments, peripherals, and meeting/conferencing solutions.