Help Desk Operator

Help Desk Operator - Djilang (Geelong) Waterfront Location: Djilang (Geelong), VIC Company: BGIS - Iconic Community & Cultural Precinct Client Employment Type: Full-Time, Permanent, On-Site, 2 Positions Available Shift Structure 1: Mon, Tues, Wed, Sun - 6am to 4pm | $74,100 pa plus super Shift Structure 2: Mon, Tues, Wed, Sun - 2pm to Midnight | $73,400 pa plus super We acknowledge the Wadawurrung people, Traditional Custodians of the land on which the landmark Djilang waterfront venue stands. We pay our respects to Elders past, present, and emerging, and recognise their continuing connection to land, waters, and community. Aboriginal and Torres Strait Islander peoples strongly encouraged to apply About BGIS BGIS is a global leader in integrated facilities management, supporting essential spaces across Australia with a focus on people, service quality, and operational excellence. Our teams work together to deliver safe, efficient, and responsive environments for our clients and communities. Purpose of the Role BGIS is seeking a Help Desk Operator to support a busy, service-driven facilities environment operating from 6 : 00am to midnight , including public holidays (excluding Christmas Day and New Year's Day). Working within a collaborative team, you'll respond to incoming calls and emails, log and triage service requests in the CMMS, coordinate with Facilities Managers and contractors, and ensure timely, accurate communication with all stakeholders. This role suits someone who is customer-focused, detail-oriented, calm under pressure, and comfortable managing multiple requests simultaneously while maintaining a warm, professional approach. Key Responsibilities Provide excellent customer service by managing operator and client requests via phone and email Answer calls promptly, log requests accurately, and allocate work orders within required KPIs Track, follow up, and support the timely rectification of maintenance requests through the CMMS (Manhattan) Manage shared inboxes and ensure all correspondence is actioned and communicated clearly Review, edit, and distribute incident reports and daily work order summaries Prepare investigation notes for repeat service issues and escalations of urgent matters appropriately Coordinate with Facilities Managers, service providers, and contractors to resolve issues safely and efficiently Support core services in cleaning, security, and event cleaning by monitoring work orders and client requests Maintain compliance with BGIS procedures, safety standards, and contractual requirements Build positive working relationships with clients, subcontractors, suppliers, and internal teams Education, Experience & Skills Essential Experience in a Help Desk, Facilities, Call Centre, or customer service environment with clear KPIs Strong proficiency in Microsoft Word, Excel, and Outlook Excellent written communication and attention to detail Ability to manage multiple tasks calmly and effectively Confident, professional phone manner with strong listening and problem-solving skills Ability to work independently during rostered shifts Experience engaging with stakeholders at various levels Desirable Previous experience with CMMS systems (SAP, BEIMS, MEX, Manhattan) Prior PPP or facilities administration experience Certificate in Business Administration or Customer Service Workplace Flexibility This is a full-time, on-site role based at the Djilang (Geelong) Waterfront which is easily accessible by public transport. There are two fantastic shift patterns, each providing three full days off each week - a wonderful opportunity for work‑life balance : Morning Shift : Monday, Tuesday, Wednesday, Sunday - 6 : 00am to 4 : 00pm ($74,100) Afternoon Shift : Monday, Tuesday, Wednesday, Sunday - 2 : 00pm to Midnight ($73,400) Why Join BGIS? Supportive, inclusive, and team-focused environment Work180 endorsed employer with strong DE&I commitment Ongoing learning and development opportunities Opportunities to make a visible impact in Indigenous employment and female leadership initiatives Winner of Inspiring Workplaces Award 2025 AFR BOSS Best Places to Work 2024 & 2025 Close proximity to Djilang (Geelong) Train Station How to Apply If you're a proactive, customer-focused communicator who enjoys a fast-paced environment and delivering high-quality service, we'd love to hear from you. BGIS encourages applications from women, Aboriginal and Torres Strait Islander peoples, LGBTQ+ individuals, and culturally diverse communities. Eligibility: Applicants must have full working rights in Australia. Apply Now Join BGIS and help deliver responsive, meaningful service across essential community facilities. Explore more opportunities at https : / / apac.bgis.com #J-18808-Ljbffr