Support Officer - NAPLAN

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 – Sydney CBD NSW

• Clerk Grade 3/4: $59.48 per hour (inclusive of casual loading) plus superannuation
• Casual, full-time positions (7 hours/day, Monday to Friday, 3-month contract) working full-time on-site at our conveniently located offices near Wynyard Station.

About us

At the NSW Education Standards Authority (NESA), we are dedicated to carrying out meaningful work that drives improvements and elevates student achievement across NSW, now and into the future.

We accomplish this by supporting all school sectors with high-quality syllabuses, assessment (including managing the HSC and NAPLAN), teaching standards (e.g., accrediting teachers) and school environments (including setting and monitoring school standards).

NESA is a unique organisation in NSW (of around 740FTE staff) with significant state-wide impact, visit our website to learn more about the important work we do.

About the role

Join our helpdesk team and play a key role in the successful delivery of NAPLAN across NSW.

With multiple Support Officer roles available from January to April 2027, we invite applications from customer-focused and tech-savvy individuals who enjoy working on-site in a supportive and collaborative office environment.

In this role, you will provide frontline support to schools and stakeholders, responding to phone and email enquiries, troubleshooting issues, and delivering accurate advice to support the administration of NAPLAN.

This role is ideal for individuals who enjoy problem-solving, learning new systems, and providing exceptional customer service. Due to the high-volume and time-critical nature of NAPLAN operations, applicants must be available to work full-time on-site for the entire contract period.

As a Support Officer, you will:

• 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

Our ideal candidates will have:

• Strong customer service and communication skills.
• Exceptional attention to detail
• Strong problem-solving skills and confidence troubleshooting issues.
• The ability to quickly learn and retain operational information.
• Working with children check clearance for paid employment (prior to commencement, not required at the application stage)
• A willingness to work outside of normal business hours and at different metropolitan locations as required
• Experience in a customer service, helpdesk, contact centre or support environment.
• Experience providing phone and email support.
• Experience using knowledge bases, ticketing systems or customer relationship management systems.

We invite you to download the role description for additional information on the position.

Note:

A current NSW Working with Children Check (WWCC) clearance for paid employment is required before commencing in this role. It is not required at the application stage. The cost of the WWCC clearance is the responsibility of the successful applicant.

Advice on applying for NSW Public Sector roles

If you need reasonable adjustments for the recruitment process and workplace, please reach out to ***********@nesa.nsw.edu.au

NESA's Statement of Commitment to Child Safety

All children and young people have the right to be respected, feel safe, be safe, and protected from harm. NESA is committed to child safety and child safe practices underpinning our purpose of helping children and young people leave school, ready to take advantage of life's opportunities and rise to its inevitable challenges.

We particularly welcome applications from Aboriginal and Torres Strait Islander people, people with disability, people of all ages, genders, cultural and linguistic backgrounds and the LGBTQIA+ community.

Visa sponsorship is not available for this position

For ongoing roles, you must be an Australian or New Zealand citizen or an Australian Permanent Resident. Australian Temporary Residents may be considered for a fixed term contract for the length of their visa, depending on the requirements of the hiring area and the position.

A Talent Pool (valid for 18 months) may be created for future ongoing and temporary roles

Close date: Sunday, 1 November 2026 at 11.59pm ADST

Thank you for your interest, we look forward to receiving your application.