LOGISTICS
IDENTIFICATION
Jobe Code: NSWPD012
Title: Computer Support Officer
STRUCTURE
Job Category: Information and communications technology
DESCRIPTION
EXTERNAL DESCRIPTION
Seeking an IT role with scope for professional development?
Location, enter the location e.g. Sydney CBD
Package, enter abbreviated total package e.g. $73K
Agency, enter the name of the agency e.g. Dept of Premier & Cabinet
This job is for you if…
You can explain even the most technical solution in layman's terms. If you get a genuine kick
out of helping people resolve their IT issues, then this may be the perfect role for you. As
Computer Support Officer, you'll provide technical expertise in relation to a wide range of
computer hardware and software products to ensure end users have efficient support and
assistance. Naturally, this means you'll need to be the sort of person who enjoys keeping up-
to-date with emerging technologies in the rapidly-changing IT environment. Besides being
responsive to immediate support demands, you'll also assist with the implementation of new
IT systems.
Closing date: Insert date
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Organisation Agency name
Contact Name and contact number
Responsibilities
1. Provide hardware, software, telephony and peripheral products support to end users to
facilitate the efficient and productive use of equipment and systems.
2. Use the computerised call tracking system to monitor and act on service calls referred by
the Service Desk to provide documented solutions to hardware and software support
calls.
3. Provide software support including the installation of commercial software packages and
systems developed in-house.
4. Contribute, within a team, to the development and implementation of organisation-wide
user support policies, standards, procedures and guidelines to ensure that a high standard of
customer service is maintained.
5. Provide effective support to agreed service levels to all locations for the resolution of
network, computer and application problems.
6. Raise identified issues for consideration and further action, or resolution, by the team.
7. Oversee equipment security procedures to ensure they operate to provide effective
protection of hardware and software.
8. Contribute to the development of procedural and instructional documentation for reference
by end users to improve their understanding of the operational protocols in use.
9. Provide a strong customer focus to ensure that a quality service is provided for end
users.