NAPLAN Helpdesk Support Officer (On-site, Casual)

Department/Agency: NESA; Sydney; On-site; AUD 68,000 - 96,000; Full time

Job summary

NSW Education Standards Authority (NESA) is seeking a Helpdesk Support Officer to join our team, delivering frontline support to schools for NAPLAN operations. This casual, full-time role is on-site at our Sydney offices for January–April 2027, 7 hours per day.

You will respond to phone and email inquiries, troubleshoot issues, and maintain records while working across multiple systems in a collaborative office environment. WWCC clearance is required before commencement.

Qualifications

• Customer service experience in a helpdesk or support environment.
• Ability to respond to high-volume inquiries with accuracy.
• Willingness to learn systems and provide clear information.

Responsibilities

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

Skills

Customer service

Helpdesk

Problem-solving

Phone and email support

Attention to detail

Tools

Knowledge bases

Ticketing systems

CRM systems

Job description

NSW Education Standards Authority (NESA) is seeking a Helpdesk Support Officer to join our team, delivering frontline support to schools for NAPLAN operations. This casual, full-time role is on-site at our Sydney offices for January–April 2027, 7 hours per day.

You will respond to phone and email inquiries, troubleshoot issues, and maintain records while working across multiple systems in a collaborative office environment. WWCC clearance is required before commencement.