Naplan Helpdesk Support Officer - On-Site, Full-Time Contract

NSW Department of Communities and Justice; Sydney; On-site; AUD 68,000 - 96,000; Full time

Job summary

NSW Education Standards Authority (NESA) seeks a Helpdesk Support Officer to deliver frontline support for NAPLAN across NSW. Roles are on-site, full-time, casual loading applied, with a 3-month contract from January to April 2027.

Candidates will respond to phone/email enquiries and provide guidance to schools and stakeholders. Ideal applicants are customer-focused, tech-savvy, able to learn new systems quickly, and committed to high-standard service in a fast-paced environment.

Qualifications

• Experience in a customer service, helpdesk, contact centre or support environment.
• Experience providing phone and email support.
• Experience using knowledge bases, ticketing systems or CRM systems.
• Strong customer service and communication skills.
• Exceptional attention to detail.
• Ability to learn and retain operational information.
• Working with children check clearance (WWCC) before commencement.

Responsibilities

• Provide frontline support to schools and stakeholders.
• Respond to phone and email enquiries.
• Troubleshoot issues and deliver accurate advice for NAPLAN administration.
• Manage enquiries across multiple systems.
• Collaborate with team to ensure issues are addressed.
• Stay updated on resource changes.

Skills

Customer service

Communication skills

Attention to detail

Problem-solving

Learn systems

WWCC clearance

Tools

Knowledge bases

Ticketing systems

CRM systems

Job description

NSW Education Standards Authority (NESA) seeks a Helpdesk Support Officer to deliver frontline support for NAPLAN across NSW. Roles are on-site, full-time, casual loading applied, with a 3-month contract from January to April 2027.

Candidates will respond to phone/email enquiries and provide guidance to schools and stakeholders. Ideal applicants are customer-focused, tech-savvy, able to learn new systems quickly, and committed to high-standard service in a fast-paced environment.