ICT Support Officer
Community Accommodation & Respite Agency (CARA) — 2012 to 2016
In this role, I provided end‑to‑end technical support across a rapidly growing disability services organisation. I was responsible for keeping CARA’s systems stable, secure, and operational while supporting staff across multiple sites with a wide range of digital needs. This was a formative period in my career where I developed deep technical capability, strong customer service instincts, and the ability to solve complex problems under pressure.
Key Achievements
I provided frontline and advanced technical support to staff across multiple locations, resolving issues quickly and ensuring continuity of service for teams delivering critical disability support.
I managed and maintained CARA’s core ICT infrastructure, including desktops, laptops, networks, servers, and mobile devices, ensuring systems were reliable and fit for purpose.
I implemented improvements to system stability, performance, and security, often identifying issues before they became operational risks.
I supported the rollout of new technologies, including hardware refreshes, software upgrades, and system enhancements, helping staff adopt new tools with confidence.
I built strong relationships with staff at all levels, becoming a trusted and approachable point of contact for technical support, advice, and problem‑solving.
I documented processes, troubleshooting steps, and system configurations, laying the groundwork for more structured ICT operations and future digital uplift.
Scope of Responsibility
Technical support across multiple sites
Hardware and software maintenance
Network and server support
Troubleshooting and issue resolution
User training and guidance
Documentation and knowledge capture
Collaboration with ICT and operational teams
Leadership & Technical Impact
This role strengthened my technical foundation and shaped my approach to customer‑centred service delivery. I learned how to diagnose complex issues quickly, communicate clearly with non‑technical users, and maintain calm and professionalism in high‑pressure situations.
I developed strong capability in:
understanding how frontline staff rely on technology to deliver essential services
translating technical issues into practical, accessible explanations
prioritising work in a fast‑paced, multi‑site environment
identifying opportunities to improve systems and processes
building trust through reliability, empathy, and follow‑through
Legacy
My work as an ICT Support Officer laid the foundation for my later roles at CARA. The relationships I built, the systems I stabilised, and the processes I documented all contributed to my transition into more strategic and technical positions — first as SharePoint Administrator, then as Project Officer, and ultimately as Lead Application Developer.