Address- 24/7 Help Desk.
- Lead, manage and coach a team of about 10 in this new role.
- Exposure to similar role in facilities management or hospitals!
- New Footscray Hospital 2025!
Today and tomorrow at Compass Group, we serve a better future by enriching people, communities, and our planet. We do this because we believe that everyone should be seen and nourished as a whole person. We focus on the individual, their needs and more broadly on positive impacts in the community.
THE POSITION
- Responsible for site-wide systems, and the delivery of site-wide help desk operations.
- Ensure all service delivery outcomes are met and help desk operations are carried out in a responsive and efficient manner.
- Manage the day-to-day function of the central help desk, 24/7 service.
- Manage the triaging of service issues across the hospital.
- Manage technical systems and hardware required to deliver the help desk, telephony, and work order management programs (QFM, Cisco, CGA systems).
- Attention to detail and eagerness to ensure a compliant execution including following up on delays, EOT’s and responses.
- Point of contact/escalation for service delivery issues.
- Promote strong customer service focus and ethos for self and team.
- Manage and lead a team of roughly 6-10.
- Analysis of work order data, call data and associated data collection for KPI reporting.
- Maintain records and recording within QFM for performance, review and reporting purposes.
- Generate routine reports containing the required Facilities Management Help Desk data and records.
During this Mobilisation phase you will also support with the below:
- Assist with the development of documentation, processes, and procedures.
- Work with partners in validating data and assumptions in building QFM.
- Present service delivery models and attend meetings relevant to services.
- Recruit and develop service delivery teams.
- Work with the compliance manager in building KPI tools and audits.
- Understand associated technology requirements for the project and work closely with IT to deliver.
THE PERSON
- IT and systems management understanding.
- Strong understanding of hospital and helpdesk operations and computerized help desk systems.
- High level people and process management skills including the ability to manage a team.
- Relevant industry experience, with experience working in a healthcare setting/environment highly desirable.
- Sound computer skills.
- Excellent communication skills with a flexible approach and attitude.
- Must be customer service excellence orientated at all times.
- Ability to drive, lead, motivate & inspire a team across a 24/7 roster.
THE BENEFITS
- Multitude of salary packaging options available.
- Opportunities for professional development and growth.
- 12 weeks paid parental leave for primary carers.
- Opportunity for growth and development.
Apply now or contact **********@compass-group.com.au or call 1300TALENT for a confidential discussion.
