Helpdesk Officer (2991943) Melbourne CBD, Melbourne, Australia
2 Helpdesk support officers required for a short-term federal assignment
Your new role
An organisation is seeking two APS3‑level candidates to provide helpdesk support and routine learning management system (LMS) administration. This role supports the delivery of mandatory online training and operates within established procedures under general supervision.
Key responsibilities include:
- Triage and resolve common issues such as account access, password resets, enrolment changes, and basic technical support
- Follow knowledge articles and standard operating procedures, escalating non-standard issues where required.
User and Course Administration
- Action bulk uploads of certificate completion
- Maintain accurate user and system records
Reporting Support
- Produce scheduled usage and completion reports and data extracts
- Check data quality and reconcile basic discrepancies
Knowledge Content and Continuous Improvement
- Identify recurring issues and suggest or draft FAQs and guidance materials.
- Maintain accurate ticket notes and tagging
- Contribute feedback to improve processes, SOP clarity, and potential automation
What you’ll need to succeed
- Experience in a helpdesk or customer support role (LMS experience advantageous)
- Strong attention to detail and ability to follow documented procedures
- Clear communication skills and confidence dealing with customer enquiries
- Experience maintaining accurate records and producing routine reports
- Ability to obtain or hold a Baseline Security Clearance
What you’ll get in return
- APS3 contract opportunity in a structured and supportive environment
- Exposure to large-scale online learning systems
- Competitive hourly rate
- Potential for extension based on performance and business requirements
What you need to do now
If you’re interested in this role, click ‘Apply Now’ to submit an up-to-date copy of your CV. You can also forward your resume to Lauren.horne@hays.com.au for more information.
If this role isn’t quite right for you, but you are seeking a new opportunity, please contact us for a confidential discussion about your career.