Helpdesk Operator

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. 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.

This is a full-time position covering a consistent roster: Monday to Thursday, 2:00 PM – 10:00 PM, and Friday, 1:00 PM – 9:00 PM.

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

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.

Why Downer?

At Downer, we plan, create, and sustain essential public services across Australia and New Zealand. From hospitals to data centres and defence partnerships, we manage critical infrastructure that keeps communities thriving.

What It Means to Belong at Downer

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

• Training and development to support and diversify your career.
• With 30% of vacancies filled internally you'll find real opportunities to advance your career.
• : healthcare discounts, great savings on retail purchases, car purchases and much more.
• 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. If it feels like the right fit, apply - potential counts, and so do 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.