Technology Adviser

Department of Education; City of Melbourne; On-site; AUD 65,000 - 90,000; Full time

Job summary

The Department of Education is seeking a Helpdesk Data & Reporting Analyst to manage and enhance critical support systems. You will help with data imports, updates to school and stakeholder records, system configuration, and operational reporting during peak assessment periods.

You will analyze Helpdesk and program data to create dashboards and insights to support planning, resourcing, escalation, and continuous improvement. A proactive, clear communicator with systems knowledge is essential.

Qualifications

• Experience in a helpdesk or technical support role in a high-volume, service-oriented environment.
• Desirable: experience supporting business systems, reporting tools and data processes in a high-volume operational service delivery environment.

Responsibilities

• Manage and maintain key Helpdesk systems, including Salesforce CRM, Power BI and Asana, and support data imports, updates to records, system configuration and reporting.
• Analyze Helpdesk and program data to produce reports, dashboards and insights for planning, resourcing, escalation, service improvement and decision-making during peak periods.
• Act as a subject matter expert for Helpdesk data and technical systems, providing guidance, training and support to colleagues.

Skills

Helpdesk experience

Data analysis

Tools

Salesforce CRM

Power BI

Asana

Job description

This role will require work outside standard business hours during peak operational periods to meet business requirements.

Key responsibilities

• The role manages and maintains key Helpdesk systems, including Salesforce CRM, Power BI and Asana, and supports activities such as data imports, updates to school and stakeholder records, system configuration, data quality assurance, workflow tracking and operational reporting.
• The role analyzes Helpdesk and program data to produce reports, dashboards and insights that support planning, resourcing, escalation processes, service improvement and decision-making during key assessment periods.
• The role also acts as a subject matter expert for Helpdesk data and technical systems, providing guidance, training and support to colleagues.
• The role requires a proactive problem-solving approach, confidence working with systems and reporting tools, and the ability to explain technical or data-related information clearly to colleagues and stakeholders with varying levels of system knowledge.

What you need

Qualifications and Experience.

• Essential: experience in a helpdesk or technical support role, preferably in a high-volume, service-oriented environment.
• Desirable: Demonstrated experience supporting business systems, reporting tools and data processes in a high-volume operational service delivery environment is required.