Digital Service Centre Officer - Perth

Aged-Care-Quality-and-Safety-Commission; Perth; On-site; AUD 83,000 - 88,000; Full time

Benefits offered by this job

15.4% superannuation

Job summary

The Aged Care Quality and Safety Commission in Perth is seeking a Digital Service Centre Officer to deliver frontline technology support for staff, both in-office and remotely. You will act as the first point of contact for incidents and requests, ensuring timely resolution and escalation as needed.

Join the Enterprise Service Management team to improve knowledge practices, contribute to service improvement, and uphold enterprise security and governance while delivering a high-quality customer

Qualifications

• Minimum of 12 months recent experience in a similar role providing responsive, user-focused technology support.
• Proven capability to diagnose, troubleshoot, and resolve common end-user technology issues with escalation when required.
• Ability to effectively use ITSM platforms to log, categorise, prioritise, and manage incidents and service requests.

Responsibilities

• Serve as the first point of contact for technology assistance across support channels.
• Troubleshoot and triage issues, coordinate with specialist teams to restore services quickly.
• Manage workload and queue responsibilities to meet service performance targets.
• Support end-user devices and workplace technology, including conferencing solutions.
• Contribute to knowledge management and reusable support guidance.
• Identify trends and opportunities to improve service delivery.

Skills

IT Support Experience

ITSM Tools

Communication Skills

Autonomy

Team Collaboration

Tools

ServiceNow

ServiceDesk Plus

Job description

About the Aged Care Quality and Safety Commission
The Aged Care Quality and Safety Commission is the national regulator of Australian Government-funded aged care services.
We protect and enhance the safety, health, wellbeing, and quality of life of people receiving aged care. This includes managing complaints and feedback about the care older people receive.
We help build confidence and trust in aged care, by promoting best practice and a culture of safety and quality in the sector. We register providers and hold them to account if they don’t meet expected standards of care.
We work with providers, workers, older people, their families, and supporters to make sure they understand and uphold older people’s rights.
Meet some of our people and learn more about the Commission and our Regulatory Strategy on our website www.agedcarequality.gov.au

The Digital Service Centre supports the Commission by providing timely, professional assistance that enables staff to effectively use technology in delivering organisational outcomes. As part of the Enterprise Service Management function, the team focuses on delivering a positive user experience through responsive support, clear communication, and effective resolution of digital issues. The Digital Service Centre also contributes to service improvement initiatives that enhance the way technology services are delivered across the Commission.

About the Role

The Digital Service Centre Officer is a key role within the Digital Service Centre, delivering frontline (in-office and remote) technology support and service assistance that enables Commission staff to work effectively. As part of the Enterprise Service Management team, the officer provides a consistent first point of contact for incidents, service requests, and ICT enquiries, ensuring timely resolution and appropriate escalation in line with service standards. The role supports a high-quality customer experience through accurate ticket management, clear communication, and effective use of knowledge and support processes. Digital Service Centre Officers also contribute to the ongoing improvement and maturity of service delivery by identifying recurring issues, strengthening knowledge practices, and supporting service optimisation initiatives across the Commission.

Position Duties

• Serve as the first point of contact for technology assistance, responding efficiently across various support channels to deliver a consistent, professional, and customer-focused experience
• Undertake effective troubleshooting and triage, resolving issues where possible and coordinating with specialist teams to restore services quickly
• Manage personal workload and queue responsibilities, balancing priorities and contributing to the achievement of service performance expectations
• Support end-user devices and workplace technology, including standard operating environments, peripherals, and meeting room or conferencing solutions
• Contribute to knowledge management and demand reduction, by developing and maintaining knowledge articles, standard procedures, and reusable support guidance
• Contribute to the identification of trends and improvement opportunities, supporting service optimisation and uplift activities
• Participate in shared service delivery arrangements, providing consistent onsite support coverage and collaborate across teams where required
• Support the ongoing development and capability of the Digital Service Centre, contributing to team performance, process improvements, and functional uplift initiatives that strengthen service delivery, operational maturity, and enterprise-wide service management outcomes
• Ensure compliance with enterprise policies and security requirements, maintaining governance, integrity, and continuity of digital support services

Position Eligibility Requirements

To be successful in this role you will need to demonstrate the following:

• APS4
• $83,159- $87,869
• Perth

Mandatory

• Minimum of 12 months recent experience in a similar role providing responsive, user-focused technology support
• Proven capability to diagnose, troubleshoot, and resolve common end-user technology issues, applying sound technical judgement and escalating appropriately when required.
• Ability to effectively use ITSM platforms to log, categorise, prioritise, and manage incidents and service requests, ensuring accurate documentation and adherence to service management practices.
• Demonstrated ability to work autonomously, manage competing tasks, maintain queue discipline, and deliver outcomes to agreed service standards and targets.
• Demonstrated verbal, written and interpersonal communication skills.
• Demonstrated capacity to work effectively both independently and collaboratively whilst maintaining a positive outlook and proactive approach.
• Eligibility to obtain and maintain a baseline security clearance.

Desirable

• Completion of ITIL 4 Foundations certification
• Completion of recognised ICT qualification (e.g. Certificate III in Information Technology)
• Familiarity with ITSM platforms (e.g. ServiceDesk Plus, ServiceNow)

Position Notes

• Salary offered will be between $83,159- $87,869 per annum depending on skills and experience. In addition, 15.4% superannuation will be paid.
• Only candidates who hold Australian citizenship can apply. Appointment is conditional on successfully completing a national police check. For more information, please visit www.apsc.gov.au/citizenship-aps
• Non-ongoing opportunity will be offered for an irregular/intermittent term. Opportunities will be offered for varying periods up to 12 months with the option to extend to a total of 24 months.
• Merit Pool established through this selection process may be used to fill this or future ongoing or non-ongoing vacancies.

Diversity and Inclusion

The Commission is committed to fostering a workplace with flexible work arrangements to support a diverse, respectful and inclusive culture for all staff.
The Commission recognises the richness of Aboriginal and Torres Strait Islander cultures and is committed to the implementation of our Reconciliation Action Plan. The Commission values the unique knowledge and experience of Aboriginal and Torres Strait Islander employees which strengthens and supports our focus on protecting and enhancing the safety, health, wellbeing and quality of life of aged care consumers.

RecruitAbility applies to this vacancy. Under RecruitAbility you will be invited to participate in further assessment activity for the vacancy if you choose to apply under RecruitAbility; declare you have a disability; and meet the minimum requirements for the position. For more information, visit https://www.apsc.gov.au/recruitability.

We provide reasonable adjustments such as access, equipment or other practical support at relevant stages of the recruitment process. If you need any adjustments, email [e-mail].

Further information

For further information about the Quality Commission, office locations and other related resources, please visit https://www.agedcarequality.gov.au

For more information on the Australian Public Service, please visit http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code/factsheet-4 and http://www.apsc.gov.au/publications-and-media/current-publications/cracking-the-code.

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