Helpdesk Operator

Overview

First point of contact handling calls/emails, logging requests, providing support.

Key Responsibilities

• user communication
• first call
• ticket logging
• record keeping
• call handling

Tasks

-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. -Log and accurately assign service requests, ensuring they are directed to the appropriate team for action, and follow up to ensure resolution. -Assist with general administrative duties as required, including documenting customer interactions and service outcomes, and maintaining accurate records. -Answer calls and emails from facility users, patients, visitors, and staff, providing clear and friendly assistance while ensuring a high level of customer satisfaction.

Requirements

• resilience
• active listening
• problem solving
• communication
• multitasking
• customer service

What You Bring

-Positive attitude with resilience under pressure -Strong active listening and problem-solving abilities -Excellent verbal and written communication skills -Ability to multitask and manage time effectively -Proven experience in a customer service role

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Benefits

-Perks@Downer: 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. -Training and development to support and diversify your career. -With 30% of vacancies filled internally you’ll find real opportunities to advance your career.

About Downer Group

-Founded in 1933 by Arnold Fielder Downer, the company is headquartered in Sydney. -It offers a wide range of services, including engineering, construction, infrastructure management, and resource-based services. -Downer Group's comprehensive service offerings and extensive industry experience position it as a leader in delivering essential infrastructure and services across Australia and New Zealand.

Sector Specialisms

Security Clearance

-pre-employment medical required -up-to-date national police clearance required -immunisation history required