Help Desk Operator

Help Desk Operator Melbourne CBD VIC

Location:Melbourne CBD Close to Public Transport
Company: BGIS Government Services Aligned Client
Employment Type: Permanent Full-Time Onsite Monday Friday range between: 7am-7pm
Salary: $65000 plus Superannuation

We acknowledge the Traditional Custodians of the land on which we work and pay our respects to Elders past present and emerging.

About BGIS

BGIS is a global leader in integrated facilities management delivering innovative reliable and sustainable solutions across government healthcare education and critical infrastructure. We pride ourselves on fostering safe efficient and high-performing workplaces while supporting the growth and development of our people.

Purpose of the Role

BGIS is seeking a Help Desk Operator to join a newly awarded government services contract in Melbourne. This role is pivotal in providing exceptional customer service managing service requests and supporting facilities operations across our clients sites. You will be the first point of contact for service requests and play a key role in ensuring smooth operations and timely resolution of issues.

The ideal candidate is organised attentive to detail enjoys supporting others and thrives in a collaborative and fast-paced environment.

Key Responsibilities

• Provide high-quality customer service by managing requests via phone email and self-service portal
• Log triage and coordinate service requests through the CMMS (Manhattan) system
• Communicate effectively with facilities teams and external stakeholders to ensure timely resolution
• Generate review and distribute daily and monthly reports
• Monitor recurring issues and support investigative reporting for continuous improvement
• Follow up with internal and external stakeholders to maintain excellent service standards
• Support administrative tasks including email inbox management and documentation control
• Ensure compliance with safety operational and client-specific procedures
• Contribute to KPIs for responsiveness client satisfaction and operational efficiency

Education Experience & Skills

Essential:

• Experience working in a help desk facilities or customer service environment with strict KPIs
• Proficiency in Microsoft Word Excel and Outlook
• Strong attention to detail grammar and documentation standards
• Ability to manage multiple concurrent requests while prioritising effectively
• Professional telephone manner and strong interpersonal skills
• Experience liaising with internal and external stakeholders at all levels
• High school certificate or equivalent
• Facilities administration or call centre experience

Desirable:

• Experience with CMMS systems (SAP BEIMS MEX or similar)
• Previous experience in a facilities or operational support role
• Demonstrated adaptability and a proactive approach to problem-solving

Workplace Flexibility

This role is based onsite in our Melbourne CBD office close to public transport. The position is permanent full-time range between: 7am-7pm Monday to Friday with occasional ad hoc site visits and additional hours as required.

Why Join BGIS

Key Benefits Include:
AFR Best Places to Work 2024 & 2025
Winner Inspiring Workplaces Award 2025
Be part of a global organisation known for innovation and excellence
Endorsed by Work180 as an employer of choice for women
Health perks including EAP wellness programs & flu vaccinations
Career progression through secondments & internal mobility
2 paid volunteer days annually and community giving initiatives
Leadership programs and service recognition awards

BGIS is a global leader in facility management energy and sustainability project delivery asset management and technical services. We employ over 12000 people worldwide and manage more than 50000 facilities supporting diverse sectors including Government Healthcare and Higher Education.

How to Apply

If you are a proactive customer-focused professional who enjoys supporting operations managing service requests and delivering excellence in a facilities environment we would love to hear from you!

BGIS is an equal opportunity employer and strongly encourages applications from women Aboriginal and Torres Strait Islander peoples LGBTQ+ individuals and people from culturally diverse backgrounds.

Eligibility: Applicants must have full working rights in Australia.

Apply now to be part of a team that values collaboration safety sustainability and continuous improvement.

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