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Employment Outlook

Service Desk Technician

A Service Desk Technician, also called an IT Help Desk Officer, is a resource intended to provide the customer or end user with support for hardware and software. Officers usually pass on their troubleshooting expertise over the phone on behalf of software companies and manufacturers.


Average wage for

Employment Levels

Around 54,500 people are currently employed as Service Desk Technicians in Australia. This is set to increase slightly to 58,000 people by 2019, according to the Department of Employment.

Employment by State

36.9% of all Service Desk Technicians are employed in NSW. The area with the lowest number of Service Desk Technicians is NT, with only 0.9%.

Gender Split

This is a very male dominated industry with 75% of Service Desk Technicians being male and 25% female.

Age Brackets

The most popular age for people working as Service Desk Technicians is 25-34 years old, with 35%. A small percentage (2.7%) of people get into this career path older, aged 60-64. There is also a number of people who enjoy a career as Service Desk Technicians, with 10.4% aged 20-24.

Hours Worked

Service Desk Technicians work an average of 38.3 hours a week which is 2.6 hours lower than the average for all occupations.

Education Level

The majority of Service Desk Technicians have a Bachelor Degree qualification (29.4%) or are at a Advanced Diploma/Diploma level (19.8%). 80.4% of people have a Cert III or higher, whilst 19.6% have a qualification which is Year 12 or lower.

Service Desk Technician Duties & Tasks

  • Analysing information needs and specifying technology to meet those needs
  • Formulating and directing information and communication technology (ICT) strategies, policies and plans
  • Directing the selection and installation of ICT resources and the provision of user training
  • Directing ICT operations and setting priorities between system developments, maintenance and operations
  • Overseeing the security of ICT systems

Professional Associations & Groups



*The information provided on this page is from the Department of Employment’s Job Outlook website. All salary ranges are from Payscale. Where jobs are not exact matches, job areas have been used. This information is to be used as a guide only.