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.