PNG Air, renowned for its extensive network covering over 26 destinations throughout Papua New Guinea, operates the largest fleet of ATR 72-600 & ATR 42-600 series aircraft in the region. As the Airline of Choice, we're committed to delivering a world-class experience with competitive fares, unparalleled cargo rates, and a focus on safety and on-time performance for our valued customers and stakeholders.

Helpdesk Officer – PSS & DCS

PNG Air is seeking a suitably qualified and experienced Helpdesk Officer – PSS & DCS to join its Commercial Department based in Port Moresby.

The Helpdesk Officer provides first- and second-line user support to all users of PNG Air's Passenger Service System (PSS) and Departure Control System (DCS), focusing purely on resolving user queries and issues so users can operate the systems confidently and efficiently.

System configuration, user access administration and vendor coordination are managed by the Team Leader – Helpdesk, allowing the Helpdesk Officer to dedicate their time to responsive, high-quality user support.

KEY RESPONSIBILITIES

Helpdesk & User Support

• Log, triage and respond to helpdesk tickets, calls and queries relating to PSS and DCS in a timely and professional manner.
• Troubleshoot and resolve common user issues, guiding users step by step through PSS/DCS processes.
• Provide clear, patient support to users of varying system experience, including during high-pressure operational periods (e.g. flight disruptions).
• Maintain accurate, complete records of all support interactions in the helpdesk system.

Escalation

• Escalate issues requiring system configuration changes, user access changes, or vendor involvement to the Team Leader – Helpdesk.
• Escalate complex or unresolved technical issues promptly, providing clear diagnostic information.

Knowledge & Documentation

• Contribute to and help maintain the helpdesk knowledge base and user guides.
• Flag gaps or inaccuracies in user documentation or training materials to the Team Leader – Helpdesk or Head of Trainers.

Continuous Improvement

• Identify recurring or trending issues and raise them with the Team Leader – Helpdesk for investigation.
• Suggest improvements to processes, documentation or training that would reduce repeat support requests.

QUALIFICATIONS/EXPERIENCES

Essential

• Certificate or Diploma in a relevant field, or equivalent practical experience.
• Prior experience in a customer service or helpdesk support role.
• Good verbal and written communication skills.
• Basic to intermediate computer literacy, including Microsoft Office.

Desirable

• Experience within the aviation industry, particularly reservations, check-in or airport operations.
• Prior exposure to a Passenger Service System (PSS) or Departure Control System (DCS).
• Experience using a helpdesk ticketing system.
• Exposure to helpdesk ticketing systems and service-level reporting.

If you feel you meet our requirements and are interested, we would like to hear from you. Send your application in only one PDF file to:

[email protected]

Applications close: Friday 31^st August 2026

Only shortlisted candidates will be contacted.

We are an equal opportunity employer.