Fairness feels good

Make a real impact at AFCA. Where fairness drives every decision. Help us deliver world-class, independent complaints resolution for Australians. As a not-for-profit and progressive financial ombudsman, we’re championing positive change. Achieving our purpose takes progressive thinking, accountability and resilience. At AFCA, our inclusive leadership values every voice. We offer our people flexible work options, thoughtful benefits and opportunities to deepen expertise. Flourish in a diverse, caring culture. Feel the difference of belonging to an organisation intentionally designed to put people first.

You’ll be the go‑to escalation point for incident and request management in Information Services, specialising in the Case Management System and other Tier 1 business‑critical applications. Working within the IT Helpdesk team, you’ll provide expert support to users by resolving escalated issues through the service desk, reporting directly to the Help Desk Support Manager. 

Typically, in this role you will:

• Provide an escalated point of contact for users, managing incidents and requests via a service desk function.
• Manage IT service requests related to CMS and Tier 1 applications from users via email, telephone, web logging, and walk ups, resolving incidents and service requests at the point of escalation wherever possible.
• Act as an SME for the Case Management System and other Tier 1 core applications requiring escalation from level 1 support.
• Be the conduit from Level 1 to through to Level 3 ensuring that any areas to uplift the knowledge is transferred via clear documentation, walked through and is understood with confidence.
• Knowledge and awareness of changes & enhancements to the CMS are shared and kept up to date via the Knowledge Base resources to support troubleshooting of incident and request escalated to IT Support.
• Support 1st level as required to deliver and meet targets as required by the business. This may include supporting Helpdesk as directed.
• Be a key representative to the business surrounding CMS to share knowledge and support learning for operational teams.

To be successful in this role, you will need:

• Exhibit excellent communication skills and a customer-centric approach.
• Proven experience supporting end user computing and telephony, Active Directory administration, and basic network management.
• Stay updated on current and future trends in end-user computing.
• Ideally, be familiar with the ITIL framework and have foundation certification.
• Benefit from experience with IP telephony systems, enterprise applications, and cloud facilities.

• BOSS Best Places to Work 2024 –credited for its culture, engagement and flexible working arrangements.
• Most Inclusive Workplace 2024 – Australian HR Institute (AHRI) Awards.
• Employer of Choice Public Sector and NFP – Australian HR Awards 2023
• Silver AWEI Accreditation 2025 – Recognised for LGBTQ+ workplace inclusion.
• Accredited Family Friendly Workplace – Supporting work-life balance and inclusivity.
• Hybrid working – Flexible arrangements with state-of-the-art offices designed for collaboration and wellbeing.
• Inclusive leave options – Flexible public holidays, 20 weeks paid parental leave, gender affirmation leave, women’s health leave, and paid time off over Christmas.
• Locations – A team of over 1,200 dedicated professionals based in modern Melbourne and Sydney CBD offices.

To apply

If you’re passionate about fairness and believe your skills align with this role, we encourage you to apply even if you don’t meet every single criterion.

We welcome applications from people of all backgrounds, cultures, abilities, sexual orientations, and gender identities. If you require any accessibility support during the recruitment process, please reach out to our team at [email protected].

AFCA is a 2025 Circle Back Initiative Employer - we are committed to responding to every applicant.