Junior Support Officer

State of Victoria; City of Melbourne; On-site; AUD 60,000 - 76,000; Full time

Job summary

The Junior Support Officer role is based in Melbourne, supporting the Victorian assessment programs and external assessments such as NAPLAN, GAT and VCE. It emphasises customer-focused service, data accuracy and system testing, with opportunities to contribute to continuous improvement in helpdesk processes.

Ideal candidates have helpdesk or technical support experience, strong communication skills and the ability to work in a high-volume environment while delivering professional, timely

Qualifications

• Experience in a helpdesk or technical support role in a high-volume, service-oriented environment.
• Ability to interpret and apply procedures accurately, manage competing priorities.
• Confidence using online platforms, databases and CRM/case management systems.

Responsibilities

• Provide responsive phone and written support for external assessment programs (e.g., NAPLAN, GAT, VCE).
• Manage service requests and perform administrative tasks to support operations.
• Assist with data quality assurance and system-related activities, including testing.
• Escalate issues to ensure accurate, timely service delivery.

Skills

Helpdesk experience

Technical support

Customer service

CRM systems

Tools

CRM systems

Job description

About the DivisionThe 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 PurposeThe 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.AttributesThe 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 ExperienceEssential: 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 InformationFor 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 pageApplicants 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 [e-mail] 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