Job description
Agency Department of Education and Training Work unit Student Wellbeing and Inclusion Programs and

Services
Job title Service Intake Team Leader Designation Administrative Officer 5
Job type Full Time Duration Ongoing
Salary $93,674 - $98,332 Location Darwin
Position number 46100 RTF 345149 Closing 04/11/2026
Contact Officer Aga Spyropoulos, Service Intake Team Leader on 08 8944 9379 or [email protected]
About the agency https://education.nt.gov.au
Apply online https://jobs.nt.gov.au/Home/JobDetails?rtfId=359395

APPLICATIONS MUST INCLUDE A ONE-PAGE SUMMARY ABOUT YOU, A DETAILED RESUME AND COPIES OF
YOUR TERTIARY QUALIFICATIONS.

Information for applicants – inclusion and diversity
The NTPS values diversity. The NTPS encourages people from all diversity groups to apply for vacancies and accommodates people
with disability by making reasonable workplace adjustments. If you require an adjustment for the recruitment process or job, please
discuss this with the contact officer. For more information about applying for this position and the merit process, go to the OCPE
website.

Primary objective
Provide first-level support to Student Wellbeing and Inclusion Programs and Services clients (schools), ensuring service requests, incidents
and information requests are managed to conclusion, within required timeframes, and in compliance with relevant standards.
Context statement
Student Wellbeing and Inclusion Programs and Services (SWIPS) is part of Inclusion and Engagement Services, which provides
differentiated support services to reform inclusion and improve engagement and access to learning for children, students and communities.
Student Wellbeing and Inclusion Programs and Services provides advice,



guidance and support to clients and stakeholders to ensure all
children and students are welcomed into an inclusive learning environment and are able to engage effectively with education and learn to
their full potential.

Key duties and responsibilities
• Lead a small team of Service Intake Coordinators and Assistants supporting schools and students through service request

management pathways.

- Provide first-level support to SWIPS clients. Investigate incidents and service requests using established processes to analyse,

diagnose and resolve issues. Escalate issues as required ensuring customer service levels are not compromised.

- Provide service request provisioning and quality assurance for SWIPS clients requests. Correct incorrect security accesses and

undertake complex service analysis, if required. Ensure the archival and maintenance of accurate records of all user access requests.

- Monitor and manage system work queues to ensure assigned incidents and requests are completed effectively, within required

timeframes and in compliance with relevant security standards. Develop interim solutions and workarounds to support delivery of
service.

- Ability and willingness to participate in a rotational roster for the delivery of services.
- Provide advice to senior client services staff on issues impacting service, or business processes and outcomes.



Contribute to the

identification and investigation of emerging trends in incidents and service requests.

- Establish and maintain effective collaborative relationships with key stakeholders to achieve outcomes.
- Follow defined service quality standards, work health and safety policies and procedures relating to the work being undertaken to

ensure high quality, safe services and workplaces.
Selection criteria
Essential
1. Proven experience in front line contact centre operations, preferably in a high volume, complex enterprise or government service

setting
2. Proven experience and ability to accurately use corporate data bases to record and retrieve information used for the delivery of

services. Demonstrated ability to use common office software and systems.
3. Proven ability to follow procedures and policies relevant to the delivery of high-quality services to users of, education or similar

human service information systems.
4. Flexible, resilient with a strong client-focus, demonstrated cooperative teamwork skills with the ability to communicate effectively

with people from diverse cultural backgrounds.
5. Demonstrated work ethic and proven strong interpersonal skills and attitudes which emulates Department of Education values of

being professional, accountable, honest, respectful and innovative.

Desirable
1. Qualification in a relevant discipline, including project management or allied health service delivery.
2. Experience in the use of Microsoft Office suite and service management systems.

Further information
The recommended applicant will be required to have a current Working with Children Card or ability to obtain.

📌 Service Intake Team Leader (Darwin)
🏢 Department of Education and Training
📍 Darwin