What you will do In the Casual Support Officer role, you will: Deliver Helpdesk support via phone and email; proactively contact schools to provide guidance and assistance with required NAPLAN and external assessment activities. Accurately record all interactions and actions in the contact management system (JIRA). Assist schools and users with software navigation, troubleshooting, and system familiarisation. Follow established data and records management processes to ensure data quality and confidentiality. Undertake general administrative What we are looking for Strong customer service experience, with call centre experience highly regarded. Strong verbal and written communication skills, with a friendly, professional phone manner and high attention to detail. Ability to demonstrate resilience and work effectively under pressure in challenging situations. Excellent active listening and communication skills. Highly organised with strong problem-solving and decision-making abilities, capable of managing multiple priorities. The ability to work as part of a team, or independently when required. Intermediate Microsoft Office, and general IT skills What are the expected workdays and hours Applicants must be available to work the following days and hours: Mandatory training: 16-20 February (8:30am - 4:15pm) Rostered hours: 16 February - 6 March (8:00am - 4:00pm) 9-27 March (various shifts between 7:30am - 5:30pm) Saturday 21 March (8am - 4:30pm). Additional weekend work may be required, with notice provided in advance. Hours and staffing requirements may vary according to operational needs; changes will be communicated as early as possible. Dependent on the needs of the business unit, hours may be reduced, extended, or the number of people required each day may vary. Changes to rosters will be communicated in advance Each person will be required to sign a confidentiality agreement prior to their commencement date. Due to the nature of the work, any persons who have a real or perceived conflict of interest are not permitted to be engaged. For example: a close relative or friend in Year 3, 5, 7, or 9 in 2026 or tutoring a Year 3, 5, 7 or 9 student in 2026. How to apply Please read the information in this document and the Information for Applicants document. Your application must include: your résumé (up to 3 pages) that details your qualifications and experience, and the names of two work-related referees, one of which should be or was your immediate supervisor. A completed and submitted form via the link: Screening Questionnaire. Please note applications received without an accompanying completed Screening Questionnaire will not be considered. Apply online at www.smartjobs.qld.gov.au.
