Junior Support Officer

State Government Of Victoria, Australia; City of Melbourne; On-site; AUD 62,000 - 80,000; Full time

Job summary

The Victorian Curriculum and Assessment Authority (VCAA) invites applications for an ongoing full-time Junior Support Officer in the Assessment Division, Assessment Programs Unit. The role delivers responsive helpdesk support to schools and stakeholders participating in external assessment programs such as NAPLAN, GAT and VCE.

You will handle phone and written inquiries, manage service requests, maintain records, assist with data quality checks and system testing, and escalate issues to ensure

Qualifications

• Experience in a helpdesk or technical support role in a high-volume, service-oriented environment.
• Experience supporting VCAA assessment programs or school-facing services is highly regarded.
• Sound computer literacy and confidence using online platforms, databases, CRM or case management systems to record, track and resolve inquiries.

Responsibilities

• Provide responsive phone and written support to schools and stakeholders participating in external assessment programs such as NAPLAN, GAT and VCE.
• Manage service requests, perform administrative tasks and assist with data and system-related activities.
• Support helpdesk operations, maintain accurate records, and escalate issues to ensure timely, accurate service delivery.

Skills

Customer service

Communication

Problem solving

Tools

CRM systems

Case management systems

Data entry

Job description

The VCAA is a statutory body responsible to the Victorian Minister for Education, serving both government and non-government schools. We provide high quality curriculum, assessment and reporting for all Victorian student's birth to 18 years.
An exciting opportunity exists to join the Assessment Division in the Assessment Programs Unit for an ongoing full-time position.

• Salary: $62,104 - $79,753 (Plus Superannuation of 12%)
• Ongoing
• Usual hours of work: Full time (flexible work conditions may be/are available)
• This role will require work outside standard business hours during peak operational periods to meet business requirements
• Usual work location: 189 Urquhart Street, Coburg

About the Division

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

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.

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

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