IT Service & Systems Support Officer

Job Description

Typically in this role you will:

• Be the central, trusted point of contact for IT support across AFCA.
• Log, triage, resolve and monitor incidents and service requests via phone, email, online and in‑person support.
• Provide Level 1 and 2 tickets 
• Resolve as much as possible at first contact,  and know when and how to escalate more complex issues.
• Work closely with senior support and technical specialists to ensure smooth, timely outcomes.
• Capture fixes and solutions in clear, useful knowledge articles to make support better every time.
• Identify recurring issues and contribute to continuous service improvement.
• Be a visible, friendly technology partner who helps teams feel confident using the systems they rely on.

Qualifications

• Excellent communication skills and a genuinely customer‑centred mindset.
• Has experience supporting end‑user computing, telephony and business applications.
• Is familiar with Active Directory administration and basic network concepts.
• Enjoys learning, stays current with end‑user technology trends, and likes improving how things work.
• Ideally understands (or is working towards) ITIL foundations.
• Brings bonus points if you’ve worked with IP telephony, cloud platforms or enterprise systems.

Are you interested in this position?

Apply by clicking on the “Apply Now” button below!

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