Helpdesk Coordinator

6 months ago

Sydney, Australia Glory Global Solutions Full time

**ROLE TITLE**:Helpdesk Coordinator**

**FUNCTION**:Service**

**REPORTING**:Helpdesk Manager**

**LOCATION**:Macquarie Park, Sydney**

**COMPANY OVERVIEW**

As a global leader in cash technology solutions, we provide the financial, retail, cash centre and gaming industries with confidence that their cash is protected and always working to help build a stronger business.

***

Our cash automation technologies and process engineering services help businesses in more than 100 countries optimise the handling, movement and management of cash. While we span the globe, we personally engage with each customer to address their unique challenges and goals — enhancing staff efficiency, reducing operating costs and enabling a more rewarding customer experience.

We offer peace of mind. We enable transformation. We generate options. We empower people. We do all this by releasing companies from the burden of cash management, putting cash to work, and helping customers enhance the value that their staff and facilities add to their business_._

**ROLE PURPOSE**

The Helpdesk Coordinator will primarily manage inbound calls from contracted customers. Actions resulting from these calls include but are not limited to, providing first level support through the use of trouble shooting guides, effectively creating a service ticket if first level support is unsuccessful, allocating service tasks to an appropriate Field Service Engineer and tracking the service ticket until completion. In addition, the Helpdesk Coordinator will be required to make outbound calls to Glory customers for the purpose of scheduling ad-hoc tasks and preventative maintenance.

**MAIN RESPONSIBILITIES**

Customer Support:

- Inbound call management, creating service tickets and managing escalations from contracted customers.
- Scheduling Field Service Engineers/Agents to meet strict response times.
- End-to-end monitoring of service tickets to ensure that customer SLA’s are achieved and escalating when SLA’s are at risk
- Schedule Preventative Maintenance and Installation visits.
- Provide first level support to customers.
- Ensure the Service Management System is accurate by confirming and updating customer details.
- Provide exceptional customer service.
- Other duties as necessary.

Process Improvements:

- Understand the scheduling processes for job assignment, Preventative Maintenance and upgrade requests, and work with the Helpdesk Manager to improve the effectiveness of scheduling and customer satisfaction

Health & Safety:

- Adherence to Health & Safety policies and procedures at all times.
- Ensure the prompt and accurate reporting of all workplace incidents and injuries.
- Ensure all hazards are promptly assessed for their significance and managed according to the hazard management process.

**REQUIRED QUALIFICATIONS**
- Experience gained in a customer service environment with an emphasis on total quality
- Demonstrated experience establishing relationships with customers in a service role
- Service call scheduling experience preferred with experience in scheduling multiple resources and programs of work

**REQUIRED SKILLS AND COMPETENCIES**
- Self-confident with a can-do attitude
- The ability to work independently, flexibly, and with a high degree of initiative
- Proven team player, open and honest
- Excellent presentation, communication and interpersonal skills
- Well developed planning and organisational skills with a keen attitude to detail
- Good capability to persuade and challenge/question customers and engineers
- Customer focused
- Strong business level of written and spoken English
- Highly organised and adaptable to manage deadlines for delivery

**GLORY SPIRITS**

The Glory Spirits & Behaviours reflect the values and behaviours that are critical to the ongoing success of Glory and as such represent the foundations of our behaviour globally to lead us to realise our mission:

- þ **Value Creation** - strive to create value for customers
- þ **Self-Starter** - understand the objectives of your own work and are proactive in achieving goals
- þ **Collaboration **-respect diversity and create a culture of collaboration to work with each other to achieve a common goal
- þ **Integrity **-understand Glory’ Mission and act with responsibility and pride to realise achievement and act and behave with high integrity and a strong sense of ethics
- þ **Own Growth **- leverage our own talent and achieve personal development by adopting a broader perspective; looking beyond our own work.

Glory believes in equal opportunity for all qualified persons and will not discriminate against any applicant for employment because of race, colour, religion, marital status, national origin, gender, age, disability, veteran status, or any other status protected by law.

**Third Party Agencies

  • Fm Helpdesk Coordinator

    3 months ago

    Sydney, Australia Storage King Full time

    Full time | Monday to Friday - Competitive salary | Incentive | Training and development opportunities - Employee benefits | Discounted health insurance | Supportive team culture **About us**: Storage King is a leading provider of self-storage solutions with a growing network of approximately 200 stores across Australia and New Zealand. As an ASX-300 listed...

  • Ict Helpdesk Technician

    6 months ago

    Sydney, Australia 11 Recruitment Parent Full time

    Full-Time ICT Helpdesk Technician - $70,000 to 90,000 + Superannuation - Work in a professional environment On behalf Wonde Pty Ltd a dynamic and innovative technology company that specialises in providing cutting-edge solutions for seamless data integration in the education sector. With a commitment to simplifying complex processes, Wonde has emerged as a...

  • Helpdesk Administrator

    3 months ago

    Sydney, Australia CBRE Full time

    **Helpdesk Administrator** **Job ID** - 184522**Posted** - 16-Sep-2024**Service line** - Advisory Segment**Role type** - Full-time**Areas of Interest** Administrative, Customer Service, Facilities Management, Property Management **Location(s)** Sydney - New South Wales - Australia **Career development opportunity working for a global leader in...

  • Facilities Helpdesk Coordinator

    2 months ago

    Sydney, Australia CBRE Full time

    **Facilities Helpdesk Coordinator** **Job ID** - 187863**Posted** - 09-Oct-2024**Service line** - Advisory Segment**Role type** - Full-time**Areas of Interest** Administrative, Customer Service, Facilities Management, Property Management **Location(s)** Sydney - New South Wales - Australia **12-month contract opportunity working for a global leader in...

  • Learning & Development Coordinator

    2 months ago

    Sydney, Australia Corrs Chambers Westgarth Full time

    LEARNING & DEVELOPMENT COORDINATOR - 492744- Sydney- Risk & Legal Excellence- Full time**The Opportunity** An exciting opportunity exists to join our high performing team as a Learning & Development Coordinator. Developing our people to maximise their potential is fundamental to the success of our firm. Reporting to a Learning and Development Manager and...

  • eLearning Platform Coordinator

    4 weeks ago

    Sydney, New South Wales, Australia Rentokil Initial Full time

    Rentokil Initial is a leading provider of pest control and related services.We are seeking an experienced Learning Management System Administrator to join our team in Melbourne, Sydney, Adelaide, or Brisbane.The successful candidate will be responsible for the day-to-day coordination and administration of our LMS platform (Cornerstone), including...

  • Learning & Development Coordinator

    6 months ago

    Sydney, Australia Corrs Chambers Westgarth Full time

    492592 Sydney Risk & Legal Excellence Full time VIEW FAVOURITES The Opportunity An exciting opportunity exists to join our high performing team as a Learning & Development Coordinator. Developing our people to maximise their potential is fundamental to the success of our firm. Reporting to a Learning and Development Manager and working as part of the...

  • Learning & Development Coordinator

    7 months ago

    Sydney, Australia Corrs Chambers Westgarth Full time

    492668 Sydney Risk & Legal Excellence Full time VIEW FAVOURITES Join Corrs Chambers Westgarth, Australia's leading independent law firm. An exciting opportunity exists to join our high performing team as a Learning & Development (L&D) Coordinator. Developing our people to maximise their potential is fundamental to the success of our firm. Working as part...

  • Customer Service Coordinator

    2 weeks ago

    Sydney, New South Wales, Australia Markem-Imaje Full time

    Job DescriptionThe ideal candidate will be responsible for coordinating daily activities, dispatching and monitoring service calls to service engineers through SAP, Work Force Management (WFM), and Service Delivery Tool (SDT). This role prioritizes call allocation based on defined policies, including allocating customer break-fix requests to the helpdesk for...

  • Critical Communications Coordinator

    7 months ago

    Sydney Olympic Park, Australia BAI Communications Full time

    **Critical Communications Coordinator** **-** **(** **2300005S** **)** **Description** **TEAMWORK thrives here** **WHY BAI COMMUNICATIONS** At BAI Communications, we keep Australians, from the cities to the outback, connected, and the significance of what we do is felt by everyone. Our critical communications team actively protect our sites and keep...

  • Service Operations Coordinator

    4 weeks ago

    Sydney, New South Wales, Australia Markem-Imaje Full time

    Markem-Imaje is a leading provider of product identification and traceability solutions, offering a comprehensive range of reliable and innovative systems.The role serves as the primary point of contact for customers, responding to general inquiries and providing excellent service. The successful candidate will be responsible for navigating our ERP system to...

  • Service Coordinator

    6 months ago

    Sydney, Australia Everi Full time

    Close-knit and supportive team Potential for growth and development Macquarie Park location near to transport and Macquarie Shopping Centre Who Are We You will be joining the company at an exciting time. Everi in USA has won Top Workplaces To Work consecutively since 2021, and we are committed to building on this strong culture in Australia. To know more...

  • Facilities Coordinator, People Operations

    6 months ago

    Sydney, Australia Australian Prudential Regulation Authority (APRA) Full time

    **The Role** Provide support and coordination to ensure the effective day to day running of the operations at APRA for both Facilities and Reception. The facilities team manages 5 sites nationally, 4 of these are virtual offices. Duties include and are not limited to the Coordination of the Facilities Helpdesk, the outsourcing of repairs and maintenance...

  • Information Management Coordinator

    4 weeks ago

    Sydney, New South Wales, Australia Randstad Full time

    About the RoleThe Information and Records Management Team (IRM) is seeking a skilled Records Management Specialist to join their team. This role sits within the IRM, providing services such as governance, compliance support, repository management, and EDRMS helpdesk support.Key ResponsibilitiesFacilitate file transfer and retrieval services, sentencing,...

  • Service Coordinator

    4 weeks ago

    Sydney, New South Wales, Australia Markem-Imaje Full time

    About Markem-ImajeMarkem-Imaje is a renowned world manufacturer of product identification and traceability solutions, offering a comprehensive range of reliable and innovative inkjet, thermal transfer, laser, print and apply label systems. The company delivers fully integrated solutions that enable product quality and safety, regulatory and retailer...

  • Service Delivery Coordinator

    2 weeks ago

    Sydney, New South Wales, Australia Markem-Imaje Full time

    Markem-Imaje is a renowned global manufacturer of product identification and traceability solutions, offering a comprehensive range of reliable and innovative inkjet, thermal transfer, laser, print, and apply label systems.The company delivers fully integrated solutions that enable product quality and safety, regulatory compliance, better product recalls,...

  • Customer Service Coordinator

    6 months ago

    Sydney, Australia EST10 Full time

    **Detailed Job Description**: - $65,000 to $70,000 + Superannuation | Fantastic team culture! - Modern headquarters in the St George area with parking and public transport available - Drive your career to the next level by joining a global business in a period of growth and expansion! **What makes this company unique?**: This specialised Tech & Software...

  • Senior Facilities Manager

    4 weeks ago

    Sydney, New South Wales, Australia DAB-Jones Lang LaSalle (NSW) Pty Ltd Full time

    The ideal candidate for this role will be a seasoned Property Portfolio Manager, skilled in the administration of multi-site facilities operations. This position requires effective communication and collaboration with stakeholders, including vendors, contractors, and internal teams.Responsibilities:Site Budgeting and Financial Management: Oversee site...

  • Facilities Operations Coordinator

    2 weeks ago

    Sydney, New South Wales, Australia JLL Full time

    JLL Empowers Excellence in Facilities Management">We are seeking a highly organized and detail-oriented Facilities Operations Coordinator to join our Integrated Facilities Management (IFM) services business line. This role will provide facilities administrative support to the operations team, working closely with our client, Amazon. About the Role: Client...

  • Security Infrastructure Coordinator

    1 month ago

    Sydney, Australia NSW Department of Parliamentary Services Full time

    Exciting opportunity to work with a dynamic team coordinating continuous improvement of Physical Security Infrastructure within Australia’s oldest Parliament and State Electorate Offices. - Ongoing full-time position - $106,025 - $ 117,363 per annum (Clerk Grade 7/8), plus employers’ contribution to superannuation and annual leave loading. - NSW...