Description About the role: The Helpdesk Operator within the call centre will be the first point of contact for service requests, managing inquiries and requests from internal and external users. This position is focused on providing exceptional customer service and assisting with a range of service needs. You will be responsible for ensuring that all requests are handled promptly, efficiently, and with the highest level of professionalism and courtesy. We currently have several casual positions available for shift work on a 24/7 roster. Key Responsibilities: 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. About you: 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 About us: Downer is the leading provider of integrated services in Australia and New Zealand. Through trusted relationships and world leading insight we work closely with our customers to design, build and sustain assets, infrastructure and facilities. Our Facilities & Asset Services business provides end-to-end facilities management and asset lifecycle support services for Australia’s critical social and economic infrastructure. Operating across the health, education, government, future energy, power generation, oil and gas and industrial sectors, we work closely with our customers to optimise the reliability, efficiency and whole of life costs of their assets and facilities. Downer acts as the facility manager at The Royal Adelaide Hospital (RAH). The RAH is the largest, busiest and most technologically advanced hospital in Australia with 800 single in-patient rooms, including 100 same-day beds and 80,000 same-day and overnight patient admissions per year. Why work for us? Working for the Downer Group, means every day you will be enabling our communities to thrive. With a bright future ahead of us, you find purpose here and have the opportunity to directly impact and contribute positively to our future. You’ll also find a range of benefits available such as: Opportunities for training and development to support your career. Internal career opportunities across the Downer Group business. Highly competitive employee exclusive discounts and benefits scheme. An Employee Assistance Program providing access to professionals to support you (and your family) to achieve your personal or professional goals through wellbeing coaching, counselling, financial advice, legal advice and more. 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. As an employer who acknowledges and embraces the importance of our people’s diverse experiences, talents and cultures, we encourage applications from people from all ages and backgrounds, including Indigenous Australians, to apply. If you are passionate about what you do and motivated to succeed, apply now