ICT Customer Support Officers

ANZSCO ID 313112

Overview

Snapshot

Employed
37,000
Future Growth
N/A
Weekly Earnings
N/A
Full-Time Share
85%
Female Share
21%
Average age
36

Summary

ICT Customer Support Officers provide support, education and guidance in the deployment and maintenance of computer infrastructure and the diagnosis and resolution of technical problems and issues. They may work in call centres.

Also known as: ICT Help Desk Officer, ICT Help Desk Technician, or System Support Officer.

Specialisations: Network Support Technician, Operator Command Support Systems (Army).

Extensive experience or a formal qualification in information technology or digital media is needed to work as an ICT Customer Support Officer. Vocational Education and Training (VET) and university are both common study pathways.

Tasks

  • Determines software and hardware requirements to provide solutions to problems.

  • Responds to queries on software and hardware problems.

  • Installs and downloads appropriate software.

  • Adapts existing programs to meet users' requirements.

  • Ensures efficient use of applications and equipment.

  • Implements computer networks, designs and maintains websites.

  • Repairs/replaces peripheral equipment such as terminals, printer and modems.

  • May work in call centre.

  • Computer systems technicians assemble, install, maintain and repair computer hardware, software and related equipment.

Characteristics

Job Type
Technicians And Trades Workers
Skill Level
High skill
ANZSCO Occupation group
Unemployment Rate
n/a
Industries
Pathway(s)
  • University
  • Vocational Education and Training (VET)
  • Informal or on-the-job
Interests
  • Practical
  • Analytical
  • Administrative
  • Helping
Physical Demand
  • Light
  • Medium

Outlook

Employment Outlook

The NSC produces employment projections to show where likely future job opportunities may be. Employment projections data are only produced for occupations at the broad four digit Australian and New Zealand Standard Classification of Occupations (ANZSCO) level. While data are not available for this occupation, projections data are available for the parent occupation, ICT Support Technicians, under the outlook section.


Earnings and hours

Working arrangements

  • Around 85% of people employed as ICT Customer Support Officers work full-time hours, in all their jobs combined. This is 19 percentage points above the all jobs average (66%).

    Full-time workers work an average of 41 hours per week in their main job. This is similar to the all jobs average (44 hours per week).

    Sources:Full-time share and full-time hours: ABS, 2016 Census, customised report. Compared to the all jobs average.


Industries

Main industries

1
Professional, Scientific and Technical Services
33.4%
2
Education and Training
12.6%
3
Public Administration and Safety
10.0%
4
Information Media and Telecommunications
6.4%
5
Other industries
34.9%

Regions

Employment across Australia

NSW

34.5% All occupations: 31.6%

VIC

26.9% All occupations: 25.6%

QLD

16.8% All occupations: 20.0%

SA

6.6% All occupations: 7.0%

WA

8.7% All occupations: 10.8%

TAS

1.7% All occupations: 2.0%

NT

0.7% All occupations: 1.0%

ACT

4.0% All occupations: 1.9%

Employment by State and Territory (% Share)

State ICT Customer Support Officers All Jobs Average
NSW 34.5 31.6
VIC 26.9 25.6
QLD 16.8 20.0
SA 6.6 7.0
WA 8.7 10.8
TAS 1.7 2.0
NT 0.7 1.0
ACT 4.0 1.9



Worker profile

Age and gender

Age In Years
36
All Jobs Average is 40
Female Share
21%
All Jobs Average is 48%
  • The median age of ICT Customer Support Officers is 36 years. This is younger than the all jobs average of 40 years.

    A large share of workers are aged 25 to 34 years.

    Females make up 21% of the workforce. This is 27 percentage points below the all jobs average of 48%.

    Source: Based on ABS Census 2016, Customised Report. Age profile and gender share compared to the all jobs average.

Age Profile (% Share)

Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.
Age Bracket ICT Customer Support Officers All Jobs Average
15-19 1.7 5.0
20-24 10.0 9.3
25-34 34.0 22.9
35-44 27.3 22.0
45-54 17.0 21.6
55-59 5.6 9.0
60-64 3.0 6.0
65 and Over 1.5 4.2
Median Age 36 40

Source: Based on ABS Census 2016, Customised Report. Age profile of workers in this job compared to the all jobs average.


Employment Pathways

Education, training and experience

Extensive experience or a formal qualification in information technology or digital media is needed to work as an ICT Customer Support Officer. Vocational Education and Training (VET) and university are both common study pathways.

Visit

  • Course Seeker to search and compare higher education courses.
  • ComparED to compare undergraduate and postgraduate student experiences and outcomes.
  • My Skills to compare Vocational Education and Training (VET) courses, providers and student outcomes.
  • AAPathways website to explore Information and Communications Technology VET training pathways.

Highest Level of Education (% Share)

Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.
Type of Qualification ICT Customer Support Officers All Jobs Average
Post Graduate/Graduate Diploma or Graduate Certificate 12.2 10.1
Bachelor degree 31.0 21.8
Advanced Diploma/Diploma 19.0 11.6
Certificate III/IV 13.8 21.1
Year 12 18.9 18.1
Year 11 2.2 4.8
Year 10 and below 3.0 12.5

Source: ABS Census 2016, Customised Report. Highest qualification completed by workers in this job (in any field of study). Qualifications needed by new workers might be different from the qualifications of workers already in the job.


Skills and Knowledge

Employers look for ICT Support Technicians who are reliable, work well in a team and have a strong work ethic.

Skills

Skills can be improved through training or experience.

  • 57%

    Reading comprehension

    Reading work related information.

  • 54%

    Active listening

    Listening to others, not interrupting, and asking good questions.

  • 54%

    Critical thinking

    Thinking about the pros and cons of different ways to solve a problem.

  • 54%

    Speaking

    Talking to others.

  • 52%

    Instructing

    Teaching people how to do something.

  • 48%

    Monitoring

    Keeping track of how well work is progressing so you can make changes or improvements.

  • 48%

    Writing

    Writing things for co-workers or customers.

  • 46%

    Active learning

    Being able to use what you have learnt to solve problems now and again in the future.

  • 46%

    Coordination with others

    Being adaptable and coordinating work with other people.

  • 46%

    Serving others

    Looking for ways to help people.

  • 45%

    Complex problem solving

    Noticing a problem and figuring out the best way to solve it.

  • 45%

    Judgment and decision making

    Figuring out the pros and cons of different options and choosing the best one.

  • 45%

    Time management

    Managing your own and other peoples' time to get work done.

  • 45%

    Social perceptiveness

    Understanding why people react the way they do.

  • 43%

    Learning strategies

    Figuring out the best way to teach or learn something new.

  • 43%

    Systems analysis

    Figuring out how a system should work and how changes in conditions, operations, and the environment will affect it.

  • 43%

    Troubleshooting

    Figuring out why a machine or system went wrong and working out what to do about it.

  • 39%

    Management of personnel resources

    Motivating, developing, and directing people as they work, and choosing the best people for the job.

  • 39%

    Negotiation

    Bringing people together and trying to sort out their differences.

  • 39%

    Operation monitoring

    Watching gauges, dials, or other indicators to make sure a machine is working properly.


Knowledge

These are important topics, subjects or knowledge areas.

  • 85%

    Computers and electronics

    Circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

  • 76%

    Customer and personal service

    Understanding customer needs, providing good quality service, and measuring customer satisfaction.

  • 64%

    Clerical

    Word processing, managing files and records, stenography and transcription, designing forms, and other office work.

  • 60%

    English language

    English language including the meaning and spelling of words, rules of composition, and grammar.

  • 54%

    Telecommunications

    Transmission, broadcasting, switching, control, and operation of telecommunications systems.

  • 53%

    Engineering and technology

    Use engineering, science and technology to design and produce goods and services.

  • 52%

    Education and training

    Curriculum and training design, teaching and instruction for individuals and groups, and the measurement of training effects.

  • 44%

    Administration and management

    Business principles involved in strategic planning, leadership, and coordinating people and resources.

  • 44%

    Mathematics

    Arithmetic, algebra, geometry, calculus, or statistics.

  • 40%

    Communications and media

    Media production, communication, and dissemination. Includes written, spoken, and visual media.

  • 38%

    Technical design

    Design techniques, tools, and principles used to make detailed technical plans, blueprints, drawings, and models.

  • 34%

    Mechanical

    Machines and tools, including their designs, uses, repair, and maintenance.

  • 33%

    Public safety and security

    Use of equipment, rules and ideas to protect people, data, property, and institutions.

  • 31%

    Psychology

    Human behaviour; differences in ability, personality, and interests; learning and motivation; research methods; assessing and treating disorders.

  • 31%

    Production and processing

    Raw materials, production processes, quality control, costs, and ways of making and distributing goods.

  • 26%

    Law and government

    How our laws and courts work. Government rules and regulations, and the political system.

  • 23%

    Personnel and human resources

    Recruiting and training people, managing pay and other entitlements (like sick leave), and negotiating pay and conditions.

  • 22%

    Transportation

    Moving people or goods by air, rail, sea, or road.

  • 20%

    Economics and accounting

    Economics and accounting, the financial markets, banking and checking and reporting of financial data.

  • 20%

    Sociology and anthropology

    Group behaviour and dynamics, societal trends and influences, human migrations, ethnicity, cultures and their history and origins.


Abilities

Workers use these physical and mental abilities..

  • 59%

    Oral comprehension

    Listen to and understand what people say.

  • 59%

    Oral expression

    Communicate by speaking.

  • 55%

    Written comprehension

    Read and understand written information.

  • 52%

    Inductive reasoning

    Use lots of detailed information to come up with answers or make general rules.

  • 52%

    Near vision

    See details that are up-close (within a few feet).

  • 50%

    Written expression

    Write in a way that people can understand.

  • 50%

    Problem spotting

    Notice when something is wrong or is likely to go wrong, even if you can't solve the problem.

  • 50%

    Sorting or ordering

    Order or arrange things in a pattern or sequence (e.g., numbers, letters, words, pictures, mathematical operations).

  • 48%

    Deductive reasoning

    Use general rules to find answers or solve problems logically.

  • 46%

    Speech clarity

    Speak clearly so others can understand you.

  • 45%

    Categorising

    Come up with different ways of grouping things.

  • 45%

    Speech recognition

    Identify and understand the speech of another person.

  • 43%

    Selective attention

    Pay attention to something without being distracted.

  • 41%

    Flexibility of closure

    See a pattern (a figure, object, word, or sound) hidden in other distracting material.

  • 39%

    Brainstorming

    Come up with a number of ideas about a topic, even if the ideas aren't very good.

  • 39%

    Finger dexterity

    Put together small parts with your fingers.

  • 39%

    Perceptual speed

    Use your eyes to quickly compare groups of letters, numbers, pictures, or other things.

  • 37%

    Arm-hand steadiness

    Keep your hand or arm steady.

  • 37%

    Manual dexterity

    Quickly move your hand to grasp, manipulate, or assemble objects.

  • 36%

    Multitasking

    Do two or more things at the same time.


Activities

These are kinds of activities workers regularly do in this job.

  • 77%

    Keeping your knowledge up-to-date

    Keeping up-to-date with technology and new ideas.

  • 77%

    Working with computers

    Using computers to program, write software, set up functions, enter data, or process information.

  • 67%

    Communicating within a team

    Giving information to co-workers by telephone, in writing, or in person.

  • 66%

    Planning and prioritising work

    Deciding on goals and putting together a detailed plan to get the work done.

  • 64%

    Building good relationships

    Building good working relationships and keeping them over time.

  • 64%

    Researching and investigating

    Looking for, getting and understanding different kinds of information.

  • 62%

    Looking for changes over time

    Comparing objects, actions, or events. Looking for differences between them or changes over time.

  • 62%

    Thinking creatively

    Using your own ideas for developing, designing, or creating something new.

  • 62%

    Making decisions and solving problems

    Using information to work out the best solution and solve problems.

  • 60%

    Collecting and organising information

    Compiling, coding, categorizing, calculating, tabulating, auditing, or checking information or data.

  • 59%

    Giving expert advice

    Providing guidance and expert advice to management or other groups.

  • 59%

    Monitoring people, processes and things

    Checking objects, actions, or events, and keeping an eye out for problems.

  • 57%

    Working with electronic equipment

    Servicing, repairing, calibrating, regulating, fine-tuning, or testing electronic devices and equipment.

  • 55%

    Making sense of information and ideas

    Looking at, working with, and understanding data or information.

  • 53%

    Checking compliance with standards

    Deciding whether events or processes comply with laws, regulations, or standards.

  • 51%

    Documenting or recording information

    Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.

  • 51%

    Training and teaching others

    Understanding the needs of others, developing training programs, and teaching or instructing.

  • 50%

    Explaining things to people

    Helping people to understand and use information.

  • 43%

    Checking for errors or defects

    Inspecting equipment, structures, or materials for errors, problems or defects.

  • 43%

    Coming up with systems and processes

    Deciding on goals and figuring out what you need to do to achieve them.


Interests and demands

Learn about the daily activities, and physical and social demands faced by workers. Explore the values and work styles that workers rate as most important.

Interests

Interests are the style or type of work we prefer to do. All interest areas are shown below.

  • 81%

    Practical

    Practical, hands-on work. Often with plants and animals, or materials like wood, tools, and machinery.

  • 76%

    Administrative

    Following set procedures and routines. Working with numbers and details more than with ideas, usually following rules.

  • 76%

    Analytical

    Ideas and thinking. Searching for facts and figuring out problems in your head.

  • 62%

    Helping

    Working with people. Helping or providing service to others.

  • 38%

    Enterprising

    Starting up and carrying out projects. Leading people and making many decisions. Sometimes require risk taking and often deal with business.

  • 24%

    Creative

    Working with forms, designs and patterns. Often need self-expression and can be done without following rules.


Values

Work values are important to a person’s feeling of satisfaction. All six values are shown below.
  • 76%

    Relationships

    Serve and work with others. Workers usually get along well with each other, do things to help other people, and are rarely pressured to do things that go against their sense of right and wrong.

  • 74%

    Working conditions

    Job security and good working conditions. There is usually a steady flow of interesting work, and the pay and conditions are generally good.

  • 71%

    Achievement

    Results oriented. Workers are able to use their strongest abilities, giving them a feeling of accomplishment.

  • 71%

    Independence

    Work alone and make decisions. Workers are able to try out their own ideas, make decisions on their own, and work with little or no supervision.

  • 71%

    Support

    Supportive management that stands behind employees. Workers are treated fairly by their company, they are supported by management, and have supervisors who train them well.

  • 62%

    Recognition

    Advancement and the potential to lead. Workers are recognised for the work that they do, they may give directions and instructions to others, and they are looked up to in their company and their community.


Demands

The physical and social demands that workers face most often are shown below:
  • 100%

    Electronic mail

    Use electronic mail.

  • 100%

    Telephone

    Talk on the telephone.

  • 94%

    Face-to-face discussions

    Talk with people face-to-face.

  • 94%

    Contact with people

    Have contact with people by telephone, face-to-face, or any other way.

  • 89%

    Being exact or accurate

    Be very exact or highly accurate.

  • 89%

    Unstructured work

    Have freedom to decide on tasks, priorities, and goals.

  • 88%

    Freedom to make decisions

    Have freedom to make decision on your own.

  • 85%

    Teamwork

    Work with people in a group or team.

  • 81%

    Indoors, heat controlled

    Work indoors with access to heating or cooling.

  • 80%

    Frequent decision making

    Frequently make decisions that impact other people.

  • 77%

    Time pressure

    Work to strict deadlines.

  • 72%

    Repeating same tasks

    Repeat the same tasks or activities (e.g., key entry) over and over, without stopping.

  • 72%

    Impact of decisions

    Make decisions that have a large impact on other people.

  • 71%

    Letters and memos

    Write letters and memos.

  • 70%

    Using your hands to handle, control, or feel

    Spend time using your hands to handle, control, or feel objects, tools or controls.

  • 68%

    Spend time sitting

    Spend time sitting at work.

  • 67%

    Conflict situations

    Deal with conflict or disagreements.

  • 66%

    Physically close to people

    Work physically close to other people.

  • 64%

    Contact with the public

    Work with customers or the public.

  • 62%

    Lead or coordinate a team

    Lead others to do work activities.

Occupational Information Network
O*NET is a trademark of the U.S. Department of Labor, Employment and Training Administration.
The skills and importance ratings on this page are derived from the US Department of Labor O*NET Database Version 21.2, 15-1151.00 - Computer User Support Specialists.


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