IT Service & Systems Support Officer

As a financial ombudsman, we are a for-purpose organisation that provides a free service for individuals and small businesses. We listen to and work with our customers and their financial firms to find solutions to complaints which have gone unheard or unresolved. This is your opportunity to make a difference. 

At AFCA, technology isn’t just about systems, it’s about fairness.

Every day, our people rely on technology to help Australians resolve financial complaints fairly and efficiently. That’s why we’re looking for a customer centric and people‑first IT Service & Systems Support Officer to join our helpdesk team.  If you love solving problems, helping people feel confident with tech, and being the calm, friendly face of IT, this could be the next opportunity for you. 

You’ll be the first point of contact for the systems that power AFCA’s complaints handling service. By keeping our technology running smoothly and supporting our frontline teams, you’ll directly contribute to faster resolutions, better experiences, and fairer outcomes for consumers and financial firms alike. This is technology with purpose.

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.

• 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.

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Bronze AWEI Accreditation 2024 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Financial benefits – Not-for-profit salary packaging to boost take-home pay.

Life at AFCA

Our people are at the centre of everything we do. We live and breathe our cultural qualities, which shape how we behave and how we engage with our customers. At AFCA, you will truly feel the difference of working at an organisation which supports people of all backgrounds, experiences, and identities to thrive. Our consistently high employee engagement results reflect that AFCA is a truly great place to work and a place where people can contribute, belong and flourish! 

To apply

If you are passionate about how we drive fairness in the financial sector and are looking for an organisation that values the human in all of us, we encourage you to apply – even if you don’t meet every single criterion. 

We encourage applications from people of all ages, cultures, abilities, sexual orientation and gender identities. We strive to provide a recruitment experience that’s fair, inclusive and accessible. If you have any specific accessibility requirements, please reach out to the recruiter who is managing this process or email us at [email protected]. We also offer flexible working at AFCA and as such even if a role is advertised as full-time, we invite conversations around other working arrangements and would still encourage you to apply. 

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.