Footscray Hospital- Helpdesk Manager

2 days ago

Footscray VIC, Australia Compass Group Australia Full time $90,000 - $120,000 per year

Join the Compass Group Australia team at The New Footscray Hospital, a cutting-edge facility committed to healthcare. We are seeking a Helpdesk Manager to lead and optimise our helpdesk operations, ensuring we meet Public Private Partnership (PPP) service delivery outcomes.

  • 24/7 Help Desk.
  • Be part of the team from implementation to operation.
  • Full Time, ongoing role.

As Helpdesk Manager, you will oversee sitewide helpdesk operations and the implementation of automated solutions. You'll play a critical role in managing service issues and supporting facilities management while adhering to Compass Safety Culture standards.

THE POSITION

Mobilisation Period

  • Develop and implement helpdesk documentation, workflows, and procedures.
  • Collaborate with IT and partners for system development and validation.
  • Recruit, train, and develop Service Delivery teams.
  • Work with the Compliance Manager on KPI tools and audits.

Ongoing Operational Duties:

  • Oversee the central helpdesk operations to ensure continuous, efficient, and high-quality service delivery across a 24/7 operation.
  • Act as the primary point of contact for escalations and complex service delivery issues, ensuring timely resolution and maintaining service standards.
  • Recruit, train, and develop helpdesk staff. Manage scheduling and rosters to ensure optimal coverage, balancing customer service levels with wage costs.
  • Manage and maintain technical systems and hardware necessary for helpdesk operations, including QFM, Cisco, and CGA systems.
  • Analyse work order and call data to generate performance reports. Maintain accurate records and ensure compliance with reporting requirements.
  • Conduct regular compliance checks and audits to ensure adherence to operational standards and regulatory requirements. Manage BCP requirements and implement contingency strategies.
  • Collaborate with facilities management to address and resolve maintenance and operational issues, ensuring a seamless integration of helpdesk functions with overall facilities operations.

THE PERSON:

  • Facilities management or other large scale operations Customer Service or Contact Centre experience - essential.
  • Strong understanding of hospital and helpdesk operations and computerised help desk systems - desirable
  • Excellent communication skills with a flexible approach and attitude.
  • Must always foster customer service excellence.
  • Ability to drive, lead, motivate & inspire a team across a 24/7 roster.

THE BENEFITS

  • Competitive salary and career growth opportunities.
  • Supportive work environment with flexible arrangements.
  • Be part of an impactful team in a significant project and operation
  • Multitude of salary packaging options available.
  • 12 weeks paid parental leave for primary carers.

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