Frontline IT Helpdesk Specialist - Digital Services

Aged Care Quality and Safety Commission; Western Australia; Hybrid; AUD 65,000 - 85,000; Full time

Job summary

The Digital Service Centre Officer role at the Aged Care Quality and Safety Commission delivers frontline technology support for staff both in-office and remotely. You will serve as the first point of contact for incidents, service requests, and ICT enquiries, ensuring timely resolution and clear communication to maintain a high-quality customer experience.

Contribute to knowledge management, support service optimisation initiatives, and collaborate across teams to strengthen enterprise-wide

Responsibilities

• First point of contact for technology assistance across multiple channels, delivering a professional, customer-focused experience.
• Troubleshoot and triage issues, coordinating with specialist teams to restore services quickly.
• Manage workload and queue responsibilities, balancing priorities to meet service performance.
• Support end-user devices and workplace tech, including standard operating environments and conferencing solutions.
• Contribute to knowledge management by developing knowledge articles and standard procedures.
• Identify trends and improvement opportunities to support service optimisation.
• Participate in shared service delivery and provide onsite support coverage, collaborating across teams.
• Support ongoing capability development and process improvements to strengthen service delivery.

Job description

The Digital Service Centre Officer role at the Aged Care Quality and Safety Commission delivers frontline technology support for staff both in-office and remotely. You will serve as the first point of contact for incidents, service requests, and ICT enquiries, ensuring timely resolution and clear communication to maintain a high-quality customer experience.

Contribute to knowledge management, support service optimisation initiatives, and collaborate across teams to strengthen enterprise-wide