Help Desk Operator

About the Role

The Help Desk Operator will be the first point of contact for service requests, managing calls, emails and portal submissions, logging and triaging tickets in the Manhattan CMMS, and coordinating with facilities teams and external stakeholders to ensure timely resolution. The role also involves generating reports, monitoring recurring issues, supporting investigative reporting, and handling administrative tasks such as email inbox management and documentation control, all while complying with safety and client‑specific procedures. • Handle service requests via phone, email and self‑service portal, logging and triaging tickets in the Manhattan CMMS. • Coordinate with facilities teams and external stakeholders to achieve timely resolution of issues. • Produce daily and monthly operational reports and distribute them to relevant parties. • Track recurring problems and assist with investigative reporting for continuous improvement. • Follow up with internal and external contacts to uphold service standards and safety compliance. • Manage routine administrative duties such as email inbox oversight and document control. • Achieve key performance indicators for responsiveness, client satisfaction and operational efficiency.

Key Responsibilities

• ▸cmms ticketing
• ▸report generation
• ▸issue tracking
• ▸stakeholder coordination
• ▸compliance monitoring
• ▸kpi achievement

What You Bring

Applicants should have experience in a help‑desk or facilities customer‑service environment with strict KPIs, be proficient with Microsoft Office, possess strong attention to detail and interpersonal skills, and hold a high school certificate or equivalent. Desirable experience includes familiarity with CMMS platforms such as SAP, BEIMS or MEX, and prior facilities or operational support roles. • Required: experience in help‑desk or facilities customer service, proficiency with Microsoft Word, Excel and Outlook, strong attention to detail, ability to multitask, professional telephone manner, and a high school certificate. • Desirable: familiarity with CMMS systems (e.g., SAP, BEIMS, MEX), prior facilities or operational support experience, proactive problem‑solving approach.

Requirements

• ▸microsoft office
• ▸cmms
• ▸helpdesk
• ▸high school
• ▸attention detail
• ▸problem solving

Benefits

BGIS offers a range of benefits including recognition as an AFR Best Places to Work 2024‑2025, Inspiring Workplaces Award 2025, health perks, career progression opportunities, paid volunteer days, leadership programmes and a commitment to diversity and inclusion. Applicants must have full working rights in Australia and are encouraged to apply if they are proactive, customer‑focused professionals who enjoy supporting operations. • Benefits: AFR Best Places to Work 2024‑2025, Inspiring Workplaces Award 2025, global innovation reputation, women‑friendly employer, health perks (EAP, wellness programs, flu vaccinations), career progression via secondments, two paid volunteer days, leadership programs and service recognition awards.

Work Environment

Onsite