Service & Systems Support Officer

Company Description

Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

Job Description

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

We're looking for a customer-focused IT Service & Systems Support Officer to join our Information Services team. You'll 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. 

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

What you'll 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

You'll thrive in this role if you're someone who enjoys solving problems, helping people and staying curious about technology.

We're 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, women’s health leave, and bonus paid time off over the end of year holiday period.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t 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 [email protected].

We believe fairness starts with people. That’s why we don’t 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 634,000 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.