Footscray Hospital- Helpdesk Manager

6 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.

  • Footscray Hospital

    2 weeks ago

    Footscray, Victoria, Australia Compass Group Full time $60,000 - $80,000 per year

    Helpdesk Operator $ PenaltiesShifts: 11am - 7pm & 10pm - 6amBe the first point of contact, helping keep hospital services running smoothly.Join a supportive team in a fast-paced, people-focused environment.Make a real impact every day by supporting staff, patients, and visitors.Compass Group Australia will deliver essential support services at the new...

  • Footscray Hospital

    6 days ago

    Footscray, Australia Compass Group Australia Full time

    **Staffing Coordinator** - Ensure the hospital is fully staffed with the right professionals for optimal patient care and service. - Manage flexible staffing schedules and shifts, ensuring staff satisfaction and operational efficiency. - Expand your skills and progress in a dynamic and rapidly growing healthcare environment. **Compass Group Australia will...

  • Footscray Hospital

    2 weeks ago

    Footscray, Victoria, Australia Compass Group Full time $60,000 - $80,000 per year

    Patient Services CoordinatorNew roles added with a late October startJoin the exciting New Footscray Hospital development.Play a vital role in ensuring smooth patient movement and quality care.No two days are the same in this critical hospital operations role.Compass Group Australia will deliver essential support services at the new Footscray Hospital, one...

  • Ppp Footscray

    2 days ago

    Footscray, Australia Compass Group Australia Full time

    Lead and coordinate essential hospital operations during critical after-hours periods - Make real-time decisions that keep patients, staff, and services safe and supported - Enjoy variety, autonomy, and career growth within a global organisation **Compass Group Australia will deliver essential support services at the new Footscray Hospital, one of...

  • Footscray Hospital

    6 days ago

    Footscray VIC, Australia Compass Group Australia Full time $45,000 - $60,000 per year

    Menu MonitorNew positions have become available Apply now for an October startMake a difference in Patient Care.Work with a Dedicated TeamJoin a New, State-of-the-Art HospitalCompass Group Australia will deliver essential support services at the new Footscray Hospital, one of Victoria's largest health infrastructure projects. We will provide vital services,...

  • Footscray Hospital

    2 weeks ago

    Footscray, Victoria, Australia Compass Group Full time $60,000 - $90,000 per year

    Patient Services Assistant Team LeadHelp shape the way our brand-new hospital runs.Connect with doctors, nurses, and staff to keep everything on track.Suitable for a senior PSA stepping upCompass Group Australia will deliver essential support services at the new Footscray Hospital, one of Victoria's largest health infrastructure projects. We will provide...

  • PPP Footscray

    2 weeks ago

    Footscray, Victoria, Australia Compass Group Full time $80,000 - $120,000 per year

    Overnight Shift 10pm - 6am37.20 plus penalty ratesLead and coordinate essential hospital operations during critical after-hours periodMake real-time decisions that keep patients, staff, and services safe and supportedEnjoy variety, autonomy, and career growth within a global organisationCompass Group Australia will deliver essential support services at the...

  • PPP Footscray

    1 day ago

    Footscray, Victoria, Australia Compass Group Full time $60,000 - $80,000 per year

    Overnight Shift 10pm - 6am$37.20 plus penalty ratesLead and coordinate essential hospital operations during critical after-hours periodsMake real-time decisions that keep patients, staff, and services safe and supportedEnjoy variety, autonomy, and career growth within a global organisationCompass Group Australia will deliver essential support services at...

  • Footscray Hospital

    2 weeks ago

    Footscray, Victoria, Australia Compass Group Full time $60,000 - $90,000 per year

    Security Administration OfficerBe at the heart of operations, managing records, incident reports, and security scheduling.Contribute to the safety of a busy, fast-paced hospital setting.Develop your career in a vital and evolving role within a large healthcare organisation.Compass Group Australia will deliver essential support services at the new Footscray...

  • Footscray Hospital

    2 weeks ago

    Footscray, Victoria, Australia Compass Group Full time $45,000 - $65,000 per year

    Catering Assistant New roles have opened up with a start date of October 13 Please apply nowGain valuable experience in the healthcare and food service industries.Provide nutritious meals that support patient recovery and well-being.Work in a supportive, dynamic hospital environment with a focus on teamwork.Compass Group Australia will deliver essential...