313112 ICT CUSTOMER SUPPORT OFFICER
Alternative Titles:
ICT Help Desk Officer
ICT Help Desk Technician
Systems Support Officer
Provides 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
Specialisations:
Network Support Technician
Operator Command Support Systems (Army)
Indicative Skill Level:
Most occupations in this unit group have a level of skill commensurate with the qualifications and experience outlined below.
In Australia: AQF Associate Degree, Advanced Diploma or Diploma (ANZSCO Skill Level 2)
In New Zealand: NZ Register Diploma (ANZSCO Skill Level 2)
At least three years of relevant experience and/or relevant vendor certification may substitute for the formal qualifications listed above. In some instances relevant experience may be required in addition to the formal qualification.
Tasks Include:
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Determining software and hardware requirements to provide solutions to problems
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Responding to inquiries about software and hardware problems
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Adapting existing programs to meet users’ requirements
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Installing and downloading appropriate software
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Ensuring efficient use of applications and equipment
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Implementing computer networks
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Designing and maintaining websites
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Repairing and replacing peripheral equipment such as terminals, printers and modems
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May work in a call centre