Facilities Management Helpdesk Operator (All shifts)

$29.58 + Penalties

• Choose from early morning, day, evening, or overnight shifts that suit your schedule.
• Develop your skills and advance your career in a fast-paced healthcare SoftFM environment.

Compass Group Australia deliver essential support services at the New Footscray Hospital, one of Victoria’s largest health infrastructure projects. We provide vital services, including patient services, environmental services, food, security, help desk, and more. As a public hospital with clinical services provided by Western Health, this state-of-the-art facility will play a key role in supporting the community—be part of something bigger and help shape the future of healthcare in Victoria.

ROLE PURPOSE & CONTRIBUTION 

The Facilities Management Helpdesk Operator is the first point of contact for Clinical and Non-Clinical staff requiring assistance with hospital services. This role ensures efficient handling of inquiries, accurate logging of requests, and prompt coordination of support to uphold the hospital’s commitment to delivering exceptional service standards.

THE POSITION

• Respond to service requests via phone, email, and in person; log and prioritise them in the helpdesk system.
• Assign or escalate issues to the right teams and follow up to ensure timely resolution.
• Provide clear updates to staff; manage workload and handle last-minute changes.
• Deliver professional, empathetic customer service and escalate complaints or feedback as needed.
• Maintain accurate data in the Maintenance Management System and support continuous improvement.
• Ensure compliance with hospital policies, safety standards, and privacy regulations.

COMPETENCY REQUIREMENTS 

• Proven ability to manage inquiries, service requests, and job coordination in a fast-paced setting.
• Accuracy in logging service requests, updating schedules, and maintaining records
• Skilled in prioritising tasks and managing time to balance helpdesk inquiries and scheduling duties.
• Experience handling last-minute scheduling changes and resolving conflicts efficiently.
• Demonstrated ability to create, update, and manage staff or service schedules using relevant tools or software.
• Ability to resolve schedule conflicts efficiently and effectively
• Understanding of hospital operations and workflows to ensure coordination of schedules and services

EXPERIENCE & QUALIFICATIONS

• Experience in a facilities management helpdesk, customer service, or scheduling role, preferably within a healthcare environment preferred.
• Strong interpersonal and communication skills
• Familiarity with scheduling systems, helpdesk software, or similar tools.
• Proficiency in helpdesk systems, and Microsoft Office Suite (Word, Excel, Outlook).
• Police Check and Working with Children Check (or willingness to obtain).

THE BENEFITS

• Easy access to 100+ retail discounts.
• Opportunity to learn new skills and move to different internal roles.
• A chance to join an ecologically and socially forward operation.