ICT Customer Support Officer
SOC 15-1232.00 · ESCO 3512 · OSCA 314231
Role snapshot
Overview
ICT Customer Support Officers help users resolve computer and software problems by phone, email, or in person. They log support tickets, walk people through troubleshooting steps, and escalate issues that require specialist attention to ensure smooth operation of IT systems.
Ensures that employees and clients can effectively use their technology, minimizing downtime and improving overall productivity and satisfaction with IT services.
On the job
- Diagnose and resolve technical hardware and software issues via phone, email, or chat.
- Log and track support requests using a ticketing system, ensuring accurate documentation.
- Guide users through step-by-step troubleshooting procedures and provide clear instructions.
- Escalate complex or unresolved issues to senior support staff or specialized IT teams.
- Provide basic training and advice to users on software and hardware best practices.
Tools & technology
Average salary
Job outlook
StableDemand is steady. This is an established role with consistent hiring across sectors.
Education & training
A certificate, diploma, or associate's degree in IT, computer science, or a related field is often preferred.
Career pathways
WHERE YOU COULD GO
CURRENT ROLE
ICT Customer Support Officer
Software Development
ADJACENT MOVES
STARTING POINTS
Who thrives here
Interest profile
conventional · CRI
People who enjoy following structured procedures, working with tangible technical systems, and applying logical analysis to solve problems tend to thrive in this role.
Personality characteristics
Organised
Follows established procedures for troubleshooting and maintains accurate records of issues and resolutions.
Patient
Remains calm and helpful when dealing with frustrated or technically unskilled users, explaining solutions clearly.
Communicative
Clearly explains technical information to non-technical individuals, ensuring they understand the steps and solutions.
Analytical
Enjoys diagnosing complex technical problems, systematically identifying root causes, and implementing effective solutions.
Calm under pressure
Handles stressful technical issues and user interactions without becoming flustered, maintaining a professional demeanor.
Best for
- Individuals who enjoy systematic problem-solving and following defined procedures.
- People who find satisfaction in helping others overcome technical challenges.
- Those who thrive in a role that combines technical diagnosis with direct customer interaction.
Watch out for
- Can involve repetitive troubleshooting for common issues, requiring consistency and patience.
- Dealing with frustrated or technically unskilled users requires significant patience and emotional resilience.
A week in the life
A representative working week for a ICT Customer Support Officer — where the deep work, meetings, and admin actually land.
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