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Create ResumeAn effective IT Support Officer resume in Australia must prove three things quickly: you can solve user problems, communicate professionally, and follow structured IT support processes. Australian employers hiring IT Support Officers, Service Desk Analysts, Helpdesk Support staff, ICT Support Officers, and Desktop Support Technicians typically scan resumes for Microsoft 365 support, Windows troubleshooting, Active Directory, ticketing systems, SLA management, and customer service skills within seconds.
Most resumes fail because they are too generic, too technical without business context, or poorly aligned with Australian hiring expectations. Recruiters want evidence of practical support experience, documentation habits, cybersecurity awareness, and reliability in real workplace environments such as corporate offices, MSPs, healthcare, education, government, retail, and hybrid support environments.
This guide explains exactly how to structure an Australian IT support resume, what hiring managers actually look for, which skills matter most, and includes recruiter-approved resume examples for entry-level and experienced candidates.
Australian IT support hiring managers usually evaluate resumes in this order:
Technical support capability
Communication and customer service
Ticketing and SLA experience
Reliability and documentation habits
Security and privacy awareness
Ability to support hybrid work environments
Certifications and practical learning
Unlike highly specialised infrastructure or cybersecurity roles, IT support positions are heavily operational. Employers want candidates who can troubleshoot efficiently, communicate calmly with users, and follow internal procedures consistently.
The best format for an Australian IT Support Officer resume is a clean reverse chronological structure.
Entry-level candidates: 1 to 2 pages
Experienced candidates: 2 to 3 pages
Australian employers generally prefer concise resumes with practical detail instead of overly compressed one-page resumes.
Include:
Full name
Mobile number
Professional email
LinkedIn profile
Your skills section should align directly with Australian job descriptions and ATS keyword matching.
Avoid vague skill lists.
Instead, focus on operational support capabilities.
Microsoft 365
Windows 10 and Windows 11 support
Active Directory
Azure Active Directory
MFA setup and troubleshooting
VPN support
Printer troubleshooting
A strong resume demonstrates:
Microsoft 365 administration and user support
Windows desktop and laptop troubleshooting
Password reset and MFA support
Active Directory user management
VPN and remote access troubleshooting
Printer and endpoint device support
ITIL or service desk workflow awareness
Ticket lifecycle management
Escalation handling
User onboarding and offboarding
Asset management
Documentation and knowledge base updates
Recruiters also assess whether your experience matches the support environment.
For example:
MSP employers value ticket volume, multitasking, and SLA delivery
Corporate internal IT teams value professionalism and stakeholder communication
Government employers value compliance and documentation
Healthcare employers value privacy awareness and reliability
Mining and logistics employers value remote support and operational uptime
City and state
Do not include:
Date of birth
Photo
Marital status
Nationality unless visa clarification is necessary
This section should immediately position you for the role.
A strong summary includes:
Years of experience
Support environment
Key technologies
Service desk strengths
Certifications if relevant
Weak Example
“Hardworking IT professional looking for opportunities to grow.”
Good Example
“IT Support Officer with 3 years of experience providing onsite and remote support across Microsoft 365, Windows, VPN, Active Directory, and endpoint devices in corporate environments. Experienced in SLA-driven service desk operations, user onboarding, troubleshooting, and IT asset management. Known for strong customer communication and reliable ticket resolution.”
Remote desktop tools
Jira Service Management
ServiceNow
Zendesk
Hardware deployment
Endpoint support
Device imaging
IT asset management
Outlook support
Teams support
SharePoint access
OneDrive support
Wi-Fi troubleshooting
Software installation
Password resets
Ticket management
ITIL incident management
Cybersecurity awareness
Knowledge base documentation
Customer service
Communication
Reliability
Problem-solving
Time management
Attention to detail
Team collaboration
Confidentiality
Adaptability
Patience
Michael Turner
Sydney, NSW
0412 000 000
michaelturner@email.com
linkedin.com/in/michaelturner
IT Support Officer with 4 years of experience delivering onsite and remote technical support across Microsoft 365, Windows, Active Directory, VPN, and endpoint devices within corporate and logistics environments. Skilled in SLA-driven ticket management, user onboarding, hardware deployment, and troubleshooting hybrid workplace technologies. Strong communicator with proven ability to resolve technical issues efficiently while maintaining high customer satisfaction.
Microsoft 365
Windows 10 and 11
Active Directory
MFA support
VPN troubleshooting
Jira Service Management
Remote desktop support
Printer support
IT asset management
Hardware deployment
Teams and Outlook support
Endpoint troubleshooting
ITIL incident management
IT Support Officer
Global Logistics Group
Sydney, NSW
January 2023 – Present
Provided onsite and remote support for Microsoft 365, Windows devices, VPN connectivity, printers, and meeting room technology
Logged, prioritised, and resolved support tickets within SLA requirements using Jira Service Management
Supported onboarding and offboarding processes including account provisioning, device allocation, and access management
Assisted with MFA setup, password resets, and Active Directory account support
Maintained accurate technical documentation and contributed to internal knowledge base updates
Escalated infrastructure and network issues to senior technical teams where required
Service Desk Analyst
Harbour IT Solutions
Sydney, NSW
June 2021 – December 2022
Resolved Level 1 and Level 2 support requests across Microsoft environments for multiple client organisations
Supported desktop hardware, remote users, Wi-Fi connectivity, and software troubleshooting
Assisted with laptop deployment, asset tracking, and endpoint replacement projects
Delivered technical support via phone, remote tools, and email communication channels
Maintained high customer satisfaction scores through effective user communication
CompTIA A+
ITIL Foundation
Microsoft 365 Fundamentals
Certificate IV in Information Technology
TAFE NSW
Australian employers hiring Service Desk Analysts focus heavily on ticket handling, SLA management, communication, and escalation discipline.
Resolved service desk tickets related to Microsoft 365, Outlook, Teams, VPN, printers, and Windows operating systems
Managed incident and service request queues while meeting SLA targets in high-volume environments
Supported MFA enrolment, password resets, and Active Directory account administration
Escalated infrastructure and application issues according to ITIL service management processes
Maintained accurate ticket updates and technical documentation throughout issue resolution lifecycle
Assisted users through phone, remote desktop, and email support channels
Desktop support roles place greater emphasis on physical hardware, deployment, and onsite troubleshooting.
Supported desktop computers, laptops, monitors, mobile devices, and docking stations across hybrid workplace environments
Installed and configured Windows operating systems, Microsoft 365 applications, and endpoint security tools
Troubleshot printer connectivity, hardware faults, Wi-Fi access, and peripheral device issues
Assisted with device refresh programs, hardware replacements, and IT asset tracking
Performed onsite troubleshooting and remote support for end users across multiple business departments
Followed cybersecurity procedures and endpoint management standards
Entry-level candidates often assume they are unqualified because they lack corporate IT experience. In reality, Australian employers frequently hire junior IT support staff based on practical ability, reliability, communication skills, and evidence of technical learning.
The key is demonstrating hands-on exposure instead of simply listing theory.
Entry-level certifications significantly improve interview chances.
Most valuable options include:
CompTIA A+
Microsoft 365 Fundamentals
Google IT Support Professional Certificate
ITIL Foundation
Azure Fundamentals
TAFE ICT qualifications
Include:
Home lab projects
PC building
Troubleshooting personal devices
Volunteer IT support
University projects
Networking labs
Windows deployment practice
Active Directory practice environments
Many Australian IT support employers hire from retail, hospitality, or call centre backgrounds because communication skills are critical in support roles.
If you worked in customer-facing roles, connect that experience directly to IT support.
Good Example
Sarah Collins
Melbourne, VIC
0400 000 000
sarahcollins@email.com
Entry-level IT Support candidate with foundational knowledge of Microsoft 365, Windows troubleshooting, hardware support, and Active Directory concepts. Completed CompTIA A+ certification and hands-on home lab projects involving PC setup, software troubleshooting, and networking configuration. Strong customer service background with excellent communication and problem-solving abilities.
Windows support
Microsoft 365
Basic Active Directory
Password reset procedures
Hardware troubleshooting
Printer setup
VPN basics
Remote support tools
Ticketing systems
Cybersecurity awareness
Home IT Support Lab
Configured Windows devices, local user accounts, printers, and home network troubleshooting scenarios
Practised software installation, hardware diagnostics, and endpoint troubleshooting
Simulated helpdesk ticket scenarios and technical documentation processes
CompTIA A+
Microsoft 365 Fundamentals
Retail Team Member
Woolworths Group
Melbourne, VIC
Assisted customers with issue resolution and service enquiries in fast-paced environment
Maintained professionalism and communication under pressure
Supported team operations with strong reliability and attention to detail
Employers often search resumes for operational responsibilities matching their environment.
These duties should appear naturally within your experience section.
Resolve technical support requests via phone, email, chat, remote access, or onsite support
Support Microsoft 365, Windows, VPN, printers, laptops, and business applications
Manage password resets, MFA support, and user account access requests
Log, prioritise, update, and close tickets according to SLA requirements
Escalate complex incidents to infrastructure, security, or network teams
Support onboarding and offboarding activities
Deploy hardware and configure endpoint devices
Maintain accurate support documentation and knowledge base articles
Follow cybersecurity, privacy, and organisational IT procedures
Assist users across hybrid and remote work environments
Certifications matter because they reduce hiring risk for employers.
For junior roles, certifications often compensate for limited experience.
CompTIA A+
CompTIA Network+
CompTIA Security+
ITIL Foundation
Microsoft 365 Fundamentals
Azure Fundamentals
Cisco CCNA
AWS Cloud Practitioner
Google IT Support Professional Certificate
TAFE ICT qualifications
For most Australian employers:
CompTIA A+ proves foundational troubleshooting ability
Microsoft 365 Fundamentals aligns with modern workplace support
ITIL Foundation supports service desk process understanding
These three certifications together create a strong entry-level profile.
Most rejected IT support resumes fail because they lack specificity.
Saying “good IT skills” has no value.
Recruiters want operational detail.
Weak Example
Good Example
A long software list without practical application appears inflated.
Always connect tools to responsibilities.
IT support resumes should demonstrate communication ability, not just technical depth.
Hiring managers want candidates who can support non-technical users professionally.
Many technically capable candidates lose opportunities because their resumes sound too infrastructure-focused and not user-focused.
IT support is fundamentally a customer service role with technical responsibilities.
Avoid:
Dense text blocks
Multiple columns
Graphics and icons
Tables for critical information
Tiny fonts
ATS systems and recruiters prefer simple layouts.
Most Australian recruiters spend less than 30 seconds on the first scan.
They usually look for these signals immediately:
Relevant job title alignment
Microsoft 365 experience
Windows support experience
Ticketing system exposure
SLA or service desk experience
Communication ability
Certifications
Stable work history
If those signals are unclear, the resume often gets rejected before deeper review.
This is why tailored resume wording matters.
For example, if the role advertises “Service Desk Analyst,” using that exact terminology naturally within your resume improves relevance and ATS matching.
Use keywords naturally throughout your resume.
IT Support Officer
ICT Support Officer
Service Desk Analyst
Helpdesk Support
Desktop Support Officer
Technical Support Officer
Microsoft 365
Active Directory
Windows support
VPN troubleshooting
MFA support
Jira Service Management
ServiceNow
Ticket management
SLA
Endpoint support
ITIL
Remote support
Device deployment
IT asset management
User onboarding
Cybersecurity awareness
Do not keyword stuff.
The goal is contextual relevance.
The best template is not the most visually impressive one.
It is the easiest to scan.
Clean black text on white background
ATS-friendly formatting
Consistent spacing
Clear section headings
Standard professional fonts
Reverse chronological order
Bullet points focused on outcomes and responsibilities
Australian IT employers generally prioritise readability over creative formatting.
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