Junior Support Officer

Department of Education Victoria; City of Melbourne; On-site; AUD 45,000 - 60,000; Full time

Job summary

Department of Education Victoria – Melbourne VIC is seeking a Junior Support Officer to assist with VCAA assessment support services, including external programs such as NAPLAN, GAT and VCE.

You will provide responsive phone and written support, manage service requests, and perform administrative and data-related tasks to ensure accurate, timely delivery across high-volume environments. A focus on data quality and system testing is required.

Qualifications

• Experience in a helpdesk or technical support role.
• Sound computer literacy and confidence using online platforms, databases, CRM or case management systems.
• Ability to record, track and resolve enquiries accurately.
• Experience in high-volume, time-sensitive service delivery.

Responsibilities

• Provide responsive phone and written support to schools and stakeholders.
• Manage service requests and perform administrative tasks.
• Assist with data quality assurance and system testing.
• Escalate issues to ensure timely, accurate service delivery.
• Maintain accurate records and support helpdesk operations.

Skills

Customer focus

Adaptability

Clear communication

Attention to detail

Problem solving

Teamwork

Tools

CRM systems

Case management systems

Online platforms

Job description

Department of Education Victoria – Melbourne VIC

The Assessment Division brings together all functions of the Victorian Curriculum and Assessment Authority (VCAA) related to assessment: policy design, development and conduct of assessments, marking and results.

The Operations branch is part of the VCAA's Assessment Division and supports the delivery of VCE and NAPLAN assessment programs and services across Victoria. Its work includes assessment logistics, marking coordination, results calculation, helpdesk administration, certification services, special provision processes, assessment data operations, and support for digital platforms including Insight.

Role Purpose

The Junior Support Officer supports with the delivery of VCAA assessment support services, including support for schools and stakeholders participating in external assessment programs such as NAPLAN, GAT and VCE. The role provides responsive phone and written support, manages service requests, undertakes administrative and operational tasks, and assists with data and system-related activities. This includes supporting helpdesk operations, maintaining accurate records, assisting with data quality assurance, contributing to system testing, and escalating issues where required to ensure accurate, timely and consistent service delivery.

Attributes

The successful applicant will be customer focused, adaptable and able to communicate clearly and professionally with a range of internal and external stakeholders. They will be able to interpret and apply procedures accurately, manage competing priorities, and work effectively in a high-volume, time-sensitive service environment. The role requires strong attention to detail, sound computer literacy and problem-solving skills, the ability to work collaboratively as part of a team, and a willingness to support continuous improvement in helpdesk processes and service delivery.

Qualifications and Experience

Essential: experience in a helpdesk or technical support role, preferably in a high-volume, service-oriented environment.

Desirable: Demonstrated experience in helpdesk support, customer service, service delivery or a related operational support environment will be highly regarded. Experience supporting VCAA assessment programs, school-facing services, or similar high-volume stakeholder support functions will be particularly valued. The successful applicant will require sound computer literacy and confidence using online platforms, databases, customer relationship management or case management systems to record, track and resolve enquiries accurately.

Experience supporting users with online systems, maintaining accurate records, undertaking data quality checks, or assisting with system testing will also be highly regarded.

Further Information

For more details regarding this position please see attached position description for the capabilities to address in application.

The department values diversity and inclusion in all forms - gender, religion, ethnicity, LGBTIQ+, disability and neurodiversity. Aboriginal and Torres Strait Islander candidates are strongly encouraged to apply. For more information about our work, working for the Department, diversity and inclusion, and our employment conditions visit the Department website and our Diversity and Inclusion page

Applicants requiring adjustments can contact the nominated contact person.

Information about the Department of Education's operations and employment conditions can be located at www.education.vic.gov.au.

For further information pertaining to the role, please contact Kang Pang – Service Support Lead via *********@education.vic.gov.au.

Preferred applicants may be required to complete a police check and may be subject to other pre-employment checks. Information provided to the Department of Education will be treated in the strictest confidence.

Please let us know via phone or email if you require any adjustments to ensure your full participation in the recruitment process or if you need the ad or any attachments in an accessible format (e.g. large print) due to any viewing difficulties or other accessibility requirements.

Applications close 11:59pm on 06-Oct-2026