Help Desk Operator

BGIS

Victoria, Australia

On-siteCareer-pivot friendly

Who this role is best for

Aimed at entry to mid-level customer service professionals who thrive in a collaborative, on-site environment with a focus on facilities management.

Best fit for

Candidates with experience in customer service or facilities management and a preference for on-site work
— “Experience in a Help Desk, Facilities, Call Centre, or customer service environment with clear KPIs”
Individuals who value work-life balance and are comfortable with a part-time, 3-day workweek
— “Enjoy the benefit of four days off each week to recharge, spend time with family, or pursue personal interests”
Professionals interested in supporting Indigenous employment and female leadership initiatives
— “Opportunities to make a visible impact in Indigenous employment and female leadership initiatives”

Things to consider

Requires on-site presence at Djilang (Geelong) Waterfront with limited remote flexibility
— “This is a part-time, on-site role based at the Djilang (Geelong) Waterfront”
Shifts include early mornings and weekends, which may not suit all schedules
— “Thursday, Friday, Saturday – 6:00am to 4:00pm”

How to stand out

Highlight experience with CMMS systems and incident report management in your resume and interview responses
— “Track, follow up, and support the timely rectification of maintenance requests through the CMMS (Manhattan)”
Emphasize your ability to manage multiple tasks and maintain composure under pressure
— “Ability to manage multiple tasks calmly and effectively”
Showcase your professional phone communication and stakeholder engagement skills in your application materials
— “Confident, professional phone manner with strong listening and problem-solving skills”

Pace · Fast PacedCollaboration · MediumAutonomy · MediumDecision Impact · Team

Derived from job-description analysis by Serendipath's career intelligence engine.

What success looks like

Respond to incoming calls and emails
Log and triage service requests
Coordinate with Facilities Managers and contractors
Ensure timely communication with stakeholders
Support core services in cleaning, security, and event cleaning

Typical background

Experience in a Help Desk, Facilities, Call Centre, or customer service environment

Skills & requirements

Required

Customer ServiceCall Center OperationsCMMS SystemsCommunicationTask ManagementStakeholder Engagement

Preferred

CMMS Systems ExperienceFacilities Administration ExperienceCustomer Service Certification

Stack & domain

Help DeskFacilitiesCall CentreCustomer ServiceMicrosoft WordExcelOutlookCMMS (manhattan)Customer FocusDetail-orientedCalm Under PressureMulti-taskingProfessional CommunicationProblem SolvingStakeholder EngagementFacilities Management

About the role

Original posting from BGIS

Help Desk Operator – Djilang (Geelong) Waterfront
📍 Location: Djilang (Geelong), VIC
🏢Company: BGIS – Iconic Community & Cultural Precinct Client
🕐Employment Type: Part-Time, Permanent, On-Site
📅 Shift Structure 1: Thur, Fri, Sat – 6am to 4pm | $50,700 pa plus super
We acknowledge the Wadawurrung people, Traditional Custodians of the land on which the landmark Djilang waterfront venue stands. We pay our respects to Elders past, present, and emerging, and recognise their continuing connection to land, waters, and community. 🌿
Aboriginal and Torres Strait Islander peoples strongly encouraged to apply!
About BGIS
BGIS is a global leader in integrated facilities management, supporting essential spaces across Australia with a focus on people, service quality, and operational excellence. Our teams work together to deliver safe, efficient, and responsive environments for our clients and communities.
Purpose of the Role
BGIS is seeking a Help Desk Operator to support a busy, service-driven facilities environment operating from 6:00am to midnight, including public holidays (excluding Christmas Day and New Year’s Day).
Working within a collaborative team, you’ll respond to incoming calls and emails, log and triage service requests in the CMMS, coordinate with Facilities Managers and contractors, and ensure timely, accurate communication with all stakeholders.
This role suits someone who is customer-focused, detail-oriented, calm under pressure, and comfortable managing multiple requests simultaneously while maintaining a warm, professional approach.
Key Responsibilities
Provide excellent customer service by managing operator and client requests via phone and email
Answer calls promptly, log requests accurately, and allocate work orders within required KPIs
Track, follow up, and support the timely rectification of maintenance requests through the CMMS (Manhattan)
Manage shared inboxes and ensure all correspondence is actioned and communicated clearly
Review, edit, and distribute incident reports and daily work order summaries
Prepare investigation notes for repeat service issues and escalate urgent matters appropriately
Coordinate with Facilities Managers, service providers, and contractors to resolve issues safely and efficiently
Support core services in cleaning, security, and event cleaning by monitoring work orders and client requests
Maintain compliance with BGIS procedures, safety standards, and contractual requirements
Build positive working relationships with clients, subcontractors, suppliers, and internal teams 🤝
Education, Experience & Skills
Essential:
Experience in a Help Desk, Facilities, Call Centre, or customer service environment with clear KPIs
Strong proficiency in Microsoft Word, Excel, and Outlook
Excellent written communication and attention to detail
Ability to manage multiple tasks calmly and effectively
Confident, professional phone manner with strong listening and problem-solving skills
Ability to work independently during rostered shifts
Experience engaging with stakeholders at various levels
Desirable:
Previous experience with CMMS systems (SAP, BEIMS, MEX, Manhattan)
Prior PPP or facilities administration experience
Certificate in Business Administration or Customer Service
Workplace Flexibility
This is a part-time, on-site role based at the Djilang (Geelong) Waterfront and is easily accessible by public transport.
Shift Structure
Thursday, Friday, Saturday – 6:00am to 4:00pm ($50,700)
Enjoy the benefit of four days off each week to recharge, spend time with family, or pursue personal interests – a perfect work-life balance!
Why Join BGIS?
✔ Supportive, inclusive, and team-focused environment
✔ Work180 endorsed employer with strong DE&I commitment
✔ Ongoing learning and development opportunities
✔ Opportunities to make a visible impact in Indigenous employment and female leadership initiatives
✔Winner of Inspiring Workplaces Award 2025
✔AFR BOSS Best Places to Work 2024 & 2025
✔ Spot recognition vouchers and $2,000 employee referral bonus.
✔ Access to Flare for discounts across retailers, energy, utilities & much more!
✔ Fitness Passport (access for you and your family to gyms and aquatic centres nationwide), employee discounts, and optional yearly paid flu vaccination vouchers
✔ Close proximity to Djilang (Geelong) Train Station
How to Apply
If you’re a proactive, customer-focused communicator who enjoys a fast-paced environment and delivering high-quality service, we’d love to hear from you.
BGIS encourages applications from women, Aboriginal and Torres Strait Islander peoples, LGBTQ+ individuals, and culturally diverse communities.
Eligibility: Applicants must have full working rights in Australia.
Apply Now
Join BGIS and help deliver responsive, meaningful service across essential community facilities.
Explore more opportunities at https://apac.bgis.com

Source: BGIS careers