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The Helpdesk Operator will support facility users and clients at the Royal Adelaide Hospital by handling service requests, providing technical assistance, and ensuring effective communication with stakeholders. We currently have a Full-time vacancy to support a variety of morning, afternoon and night shifts.
Key Responsibilities
- Respond to and follow up on enquiries via phone, email, and in-person, ensuring customer needs are met efficiently.
- Accurately log and track service requests, working with other departments to resolve issues in a timely manner.
- Assist with the setup and operation of audiovisual and video conferencing equipment, providing guidance to users as required.
- Adhere to performance benchmarks including call handling times, email response times, and service delivery targets.
- Follow safety procedures and identify potential hazards, contributing to a safe work environment.
About you
- Proven experience delivering exceptional customer service, particularly in high-paced environments like contact centers, retail, or hospitality.
- Ability to communicate effectively with both technical and non-technical individuals, with a focus on empathy and clarity.
- Comfortable working under pressure, managing multiple tasks, and responding to changing needs in a dynamic environment.
- Basic knowledge of technology (computers, AV systems) with the ability to quickly learn new systems and processes.
- Positive attitude, collaborative mindset, and willingness to contribute to team success and continuous improvement efforts.
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 optimize 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.
