Helpdesk Operator

First Nations Jobs; Adelaide; Hybrid; AUD 55,000 - 75,000; Full time

Benefits offered by this job

Employee Assistance Program

Site-based training and development

Job summary

Royal Adelaide Hospital in Adelaide is seeking enthusiastic Helpdesk Operators to join our call centre team. You’ll be the first point of contact for facility users, patients, visitors and staff, delivering clear and friendly assistance and logging service requests for action.

You will aim for first-call resolution, keep users updated on progress, and carry out general admin duties while maintaining accurate records.

Qualifications

• Proven experience in a customer service role.
• Excellent verbal and written communication skills.
• Strong active listening and problem-solving abilities.

Responsibilities

• Answer calls and emails from facility users, patients, visitors, and staff, providing clear and friendly assistance while ensuring a high level of customer satisfaction.
• Log and accurately assign service requests, ensuring they are directed to the appropriate team for action, and follow up to ensure resolution.
• Maintain regular contact with facility users to provide updates on the status of their service requests, ensuring that expectations are managed and exceeded.
• Strive for first-call resolution by actively listening to customer issues, understanding their needs, and offering solutions or directing them to the right resources.
• Assist with general administrative duties as required, including documenting customer interactions and service outcomes, and maintaining accurate records.

Skills

Customer service

Verbal communication

Written communication

Active listening

Multitasking

Job description

Are you passionate about helping others and delivering outstanding customer service? We're looking for enthusiastic and reliable Helpdesk Operators to join our dynamic call centre team at the Royal Adelaide Hospital. As the first point of contact for a wide range of service requests, you'll play a key role in ensuring smooth, responsive support for our facility users, staff, and visitors.

What you'll do:

• Answer calls and emails from facility users, patients, visitors, and staff, providing clear and friendly assistance while ensuring a high level of customer satisfaction.
• Log and accurately assign service requests, ensuring they are directed to the appropriate team for action, and follow up to ensure resolution.
• Maintain regular contact with facility users to provide updates on the status of their service requests, ensuring that expectations are managed and exceeded.
• Strive for first-call resolution by actively listening to customer issues, understanding their needs, and offering solutions or directing them to the right resources.
• Assist with general administrative duties as required, including documenting customer interactions and service outcomes, and maintaining accurate records.

What you'll bring:

• Proven experience in a customer service role
• Excellent verbal and written communication skills
• Strong active listening and problem-solving abilities
• Ability to multitask and manage time effectively
• Positive attitude with resilience under pressure

About Royal Adelaide Hospital

As South Australia's pre-eminent health facility, the Royal Adelaide Hospital (RAH) is dedicated to delivering world-class care and innovation in healthcare. Our commitment to excellence ensures a safe, secure, and welcoming environment for patients, visitors, and staff.

Why Downer?

We're proud of our high-performance culture and commitment to diversity, offering:

• Work in a technologically advanced, purpose-built healthcare facility.
• Attractive remuneration above Award rates.
• Comprehensive site-based training and ongoing professional development and the ability to step up.
• Convenient city location with excellent public transport access, including the ability to access free public transport.
• Employee Assistance Program: professional support for you and your family when you need it most.

You want your work to matter and so do we. With over 26,000 people across Australia, New Zealand and the Pacific, our team is made up of individuals with unique perspectives, backgrounds, and ideas.

We know that diversity makes us stronger and we actively celebrate it through our commitment to inclusion and belonging.

We're committed to building a team that reflects the diverse communities we serve and we welcome people of all ages, genders, sexual orientations, cultures, abilities, and lived experiences. We especially encourage applications from those whose voices have traditionally been underrepresented in our industry, including women, Aboriginal and Torres Strait Islander Peoples, Māori and Pasifika Peoples, veterans, people with disability, and neurodivergent individuals. Even if your experience doesn't align perfectly with this role, we'd still like to hear from you.

As a WORK180 Endorsed Employer, we support flexibility that works for your life, inclusive leadership that values your voice, and equitable access to opportunity so you can do your best work and bring your whole self to it.

If you need support or adjustments through the recruitment process, just let us know, we're here to help you put your best foot forward.

Please note:

As a pre-requisite for this role, successful candidates will be required to undertake a pre-employment medical, as well as provide an up-to-date National Police Clearance and Immunisation history.

• Online profile & CV (searchable by clients)

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A member of our staff is ready to help you with any questions you may have.