Digital Service Centre Officer

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

About the Team

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(Selection Criteria)

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)

Please note these positions will be filled in an Ongoing capacity in the first instance

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.

In your application, please provide a statement of claims against the position eligibility requirements (selection criteria) in no more than 600-words, including what strengths you would bring to the role, and a copy of your CV.

• Please complete the application and submit by 11.30pm (AEST) Monday 06 July 2026.
• Follow our guidelines for candidate use of Artificial Intelligence (AI) throughout the recruitment process.

Please contact our recruitment team on (02) 9633 3262 or ***email_hidden*** for assistance with accessing our website or with lodging your application.

Specific questions about the roles can be directed to Marty Day by emailing [email protected] with Position title in the subject line.