Address
SalaryJob Description:
The Helpdesk Operator is to provide efficient and effective help desk/call centre and administration support functions, meeting KPI's as required by Downer onsite at Head Quarters Joint Operations Command (HQJOC) at Bungendore.
Responsibilities:
This role entails working in a challenging high security environment, often under pressure and dealing with conflicting priorities. The Help Desk therefore requires the individual to plan, organise, and prioritise their work to meet strict deadlines and provide timely and accurate information to all stakeholders. The Help Desk will also need to provide quality customer service to internal Downer parties and develop good working relationships with all stakeholders. HQJOC operates twenty-four hours a day, seven days a week. Occasional evening or weekend work may be required.
Qualifications:
Experience dealing with the public
Experience with the ability to utilise and understand software programs such as Microsoft Access, Microsoft Word, Microsoft Excel, e-mail, internet, and intranet
Solid background and experience in office administration
Knowledge of necessary procedures and processes for operating a call centre / helpdesk function
Knowledge of requirements and procedures for processing Downer financial transactions
Exceptional internal and external customer Service Skills
Strong organisational, time, task, and priority management skills
Ability to work in a team environment and contribute to the team
Courteous and professional telephone technique
Data Entry Skills
Manual and procedure editing and writing skills - routine manuals and procedures prepared with minimal supervision. More complex documents with guidance
Maintains a current Australian drivers' licence
Ability to hold an appropriate Defence Security Clearance - must be an Australian Citizen
About Us: At Downer we plan, create and sustain. 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.
About the Team: Social Infrastructure & Citizen Services delivers the critical thinking, building, maintenance and sustainment behind Australia and New Zealand's essential public assets, facilities and community services. The communities we serve are at the heart of our operations. Be it through facilities management of critical public assets, precinct upgrades, new energy solutions or professional and technical advisory. We run places of healthcare and education, custodial facilities, we manage customer data centres and critical systems, we take asset management risk over 25 years through our portfolio of Public Private Partnership (PPP) contracts, and we are a trusted advisor and partner to our New Zealand and Australian Defence Forces.
