IT Application and Service Support Officer at Australian Financial Complaints Authority Limited

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

23 Jun, 26

Salary

0.0

Posted On

25 Mar, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Incident Management, Request Management, Case Management System, Tier 1 Applications, Service Desk, User Support, Knowledge Base Management, Communication Skills, Customer-Centric Approach, End User Computing Support, Telephony Support, Active Directory Administration, Basic Network Management, ITIL Framework, IP Telephony Systems, Enterprise Applications

Industry

Financial Services

Description

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 You’ll be the go‑to escalation point for incident and request management in Information Services, specialising in the Case Management System and other Tier 1 business‑critical applications. Working within the IT Helpdesk team, you’ll provide expert support to users by resolving escalated issues through the service desk, reporting directly to the Help Desk Support Manager. Typically, in this role you will: Provide an escalated point of contact for users, managing incidents and requests via a service desk function. Manage IT service requests related to CMS and Tier 1 applications from users via email, telephone, web logging, and walk ups, resolving incidents and service requests at the point of escalation wherever possible. Act as an SME for the Case Management System and other Tier 1 core applications requiring escalation from level 1 support. Be the conduit from Level 1 to through to Level 3 ensuring that any areas to uplift the knowledge is transferred via clear documentation, walked through and is understood with confidence. Knowledge and awareness of changes & enhancements to the CMS are shared and kept up to date via the Knowledge Base resources to support troubleshooting of incident and request escalated to IT Support. Support 1st level as required to deliver and meet targets as required by the business. This may include supporting Helpdesk as directed. Be a key representative to the business surrounding CMS to share knowledge and support learning for operational teams. Qualifications To be successful in this role, you will need: Exhibit excellent communication skills and a customer-centric approach. Proven experience supporting end user computing and telephony, Active Directory administration, and basic network management. Stay updated on current and future trends in end-user computing. Ideally, be familiar with the ITIL framework and have foundation certification. Benefit from experience with IP telephony systems, enterprise applications, and cloud facilities. Additional Information 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 Silver AWEI Accreditation 2025 – 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. Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices. 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]. AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.

Responsibilities

This role serves as the escalation point for incident and request management within Information Services, specializing in the Case Management System and other Tier 1 business-critical applications. Responsibilities include managing escalated issues via the service desk, acting as a Subject Matter Expert for core applications, and ensuring knowledge transfer from Level 1 to Level 3 support.