NAPLAN Helpdesk Support Officer (Casual, On-site)

NSW Education Standards Authority; Sydney; On-site; AUD 77,000 - 88,000; Full time

Job summary

NSW Education Standards Authority in Sydney CBD is seeking a Helpdesk Support Officer to deliver frontline support for NAPLAN operations. This on-site role runs full-time during the contract period, with a Monday–Friday schedule and 7 hours per day.

You will handle phone and email enquiries, troubleshoot issues, maintain records across multiple systems, and provide accurate information to schools and stakeholders.

Qualifications

• Strong customer service and communication skills.
• Experience in a helpdesk, contact centre or support environment.
• Experience providing phone and email support.
• Familiar with knowledge bases, ticketing systems or CRM systems.

Responsibilities

• Serve as the first point of contact for schools within our helpdesk team.
• Respond to phone and email enquiries in a high-volume customer service environment.
• Provide high-quality customer service and basic technical troubleshooting support.
• Work across multiple systems to manage enquiries, resolve issues and maintain records.
• Collaborate with team members to ensure all issues raised are addressed effectively.
• Provide accurate information and stay updated on any changes to resources.

Skills

Customer service

Helpdesk

Phone support

Email support

Ticketing systems

CRM systems

Job description

NSW Education Standards Authority in Sydney CBD is seeking a Helpdesk Support Officer to deliver frontline support for NAPLAN operations. This on-site role runs full-time during the contract period, with a Monday–Friday schedule and 7 hours per day.

You will handle phone and email enquiries, troubleshoot issues, maintain records across multiple systems, and provide accurate information to schools and stakeholders.