Helpdesk Operator

6 days ago

Greater Adelaide SA, Australia Downer Group Full time

**Internal Secondment: 6-Month Opportunity - Helpdesk Operator**

**About the role**:
The Helpdesk Operator will be the first point of contact for service requests, managing inquiries and requests from internal and external users. This position is focused on providing exceptional customer service and assisting with a range of service needs. You will be responsible for ensuring that all requests are handled promptly, efficiently, and with the highest level of professionalism and courtesy.

You must be available to work the following roster:
Wednesday 1000 - 1806
Saturday 1300 - 2106
Sunday 1300 - 2106
Monday 1000 - 1806
Tuesday 0700 - 1506

**Key Responsibilities**:

- 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.

**About you**:

- 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

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