Help Desk Operator

BGIS; Djilang Plaza; On-site; AUD 66,000 - 81,000; Full time

Benefits offered by this job

Work180 endorsed employer

$2,000 employee referral bonus

Fitness Passport

Indigenous employment initiatives

Awards recognition

Job summary

BGIS is hiring a Help Desk Operator for the Djilang (Geelong) Waterfront site. The role runs full-time on-site from 2:00pm to midnight, a fixed-term contract from 05.10.26 to 05.10.27, with annual salary of $73,400 plus super.

You will handle calls, emails, and service requests, coordinating with Facilities Managers and contractors to sustain urgent issue resolution and client satisfaction. Applicants should have proven help desk or customer service experience, strong MS Word/Excel/Outlook

Qualifications

• 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.

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 elevate 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.

Skills

Customer service

Multi-tasking

Phone etiquette

Stakeholder engagement

Independent work

Tools

CMMS SAP

CMMS BEIMS

CMMS MEX

Manhattan CMMS

Job description

Help Desk Operator – Djilang (Geelong) Waterfront

Job Description

Location: Djilang (Geelong), VIC

Company: BGIS – Iconic Community & Cultural Precinct Client

Employment Type: Full-Time, Fixed-Term (05.10.26 to 05.10.27), On-Site

Shift Structure: 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 elevate 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, fixed-term, on-site role based at the Djilang (Geelong) Waterfront which is easily accessible by public transport.

This is a fantastic shift pattern, providing three full days off each week – a wonderful opportunity for work-life balance:

• 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
• Spot recognition vouchers and $2,000 employee referral bonus.
• Access to Flare for discounts across retailers, energy, utilities & much more!
• Fitness Passport (access for you and your family to gyms and aquatic centres nationwide), employee discounts, and optional yearly paid flu vaccination vouchers
• Close proximity to Djilang (Geelong) Train Station

Eligibility

Applicants must have full working rights in Australia.