Help Desk Operator

BGIS – Iconic Community & Cultural Precinct Client; Geelong; On-site; AUD 50,000 - 54,000; Part time

Benefits offered by this job

Spot recognition vouchers

Employee referral bonus

Fitness Passport

Flare discounts

Public transport access

Job summary

BGIS – Iconic Community & Cultural Precinct Client in Geelong, VIC, is seeking a Help Desk Operator to support a busy facilities environment from 6:00am to midnight. This on-site, part-time role involves handling calls, logging requests, and coordinating with Facilities Managers and contractors.

You’ll work in a collaborative team, maintain accurate communications, manage CMMS tickets (Manhattan), and help ensure safety, compliance, and timely service delivery.

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.
• Experience engaging with stakeholders at various levels.
• Previous experience with CMMS systems (SAP, BEIMS, MEX, Manhattan).
• Prior PPP or facilities administration experience.

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 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.

Skills

Customer service

Multitasking

Phone etiquette

Stakeholder engagement

MS Office

Education

Certificate in Business Administration

Certificate in Customer Service

Tools

SAP

BEIMS

MEX

Manhattan

Job description

BGIS – Iconic Community & Cultural Precinct Client – Geelong VIC

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

• 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
• 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 part-time, on‑site role based at the Djilang (Geelong) Waterfront and is easily accessible by public transport.

Shift Structure

Thursday, Friday, Saturday – 6:00am to 4:00pm ($50,700)

Enjoy the benefit of four days off each week to recharge, spend time with family, or pursue personal interests – a perfect work‑life balance!

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

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.