Help Desk Operator – Melbourne CBD, VIC

Location: Melbourne CBD – Close to Public Transport
Company: BGIS, Government Services Aligned Client
Employment Type: Permanent, Full-Time, Onsite, Monday – Friday, range between: 7am-7pm 
Salary: $65,000 plus Superannuation

We acknowledge the Traditional Custodians of the land on which we work, and pay our respects to Elders past, present and emerging.

About BGIS

BGIS is a global leader in integrated facilities management, delivering innovative, reliable, and sustainable solutions across government, healthcare, education, and critical infrastructure. We pride ourselves on fostering safe, efficient, and high-performing workplaces, while supporting the growth and development of our people.

Purpose of the Role

BGIS is seeking a Help Desk Operator to join a newly awarded government services contract in Melbourne. This role is pivotal in providing exceptional customer service, managing service requests, and supporting facilities operations across our client’s sites. You will be the first point of contact for service requests and play a key role in ensuring smooth operations and timely resolution of issues.

The ideal candidate is organised, attentive to detail, enjoys supporting others, and thrives in a collaborative and fast-paced environment.

Key Responsibilities

• Provide high-quality customer service by managing requests via phone, email, and self-service portal
• Log, triage, and coordinate service requests through the CMMS (Manhattan) system
• Communicate effectively with facilities teams and external stakeholders to ensure timely resolution
• Generate, review, and distribute daily and monthly reports
• Monitor recurring issues and support investigative reporting for continuous improvement
• Follow up with internal and external stakeholders to maintain excellent service standards
• Support administrative tasks, including email inbox management and documentation control
• Ensure compliance with safety, operational, and client-specific procedures
• Contribute to KPIs for responsiveness, client satisfaction, and operational efficiency

Education, Experience & Skills

Essential:

• Experience working in a help desk, facilities, or customer service environment with strict KPIs
• Proficiency in Microsoft Word, Excel, and Outlook
• Strong attention to detail, grammar, and documentation standards
• Ability to manage multiple concurrent requests while prioritising effectively
• Professional telephone manner and strong interpersonal skills
• Experience liaising with internal and external stakeholders at all levels
• High school certificate or equivalent
• Facilities administration or call centre experience

Desirable:

• Experience with CMMS systems (SAP, BEIMS, MEX or similar)
• Previous experience in a facilities or operational support role
• Demonstrated adaptability and a proactive approach to problem-solving

Workplace Flexibility

This role is based onsite in our Melbourne CBD office, close to public transport. The position is permanent full-time, range between: 7am-7pm Monday to Friday, with occasional ad hoc site visits and additional hours as required.

Why Join BGIS?

Key Benefits Include:
✔ AFR Best Places to Work 2024 & 2025
✔ Winner – Inspiring Workplaces Award 2025
✔ Be part of a global organisation known for innovation and excellence
✔ Endorsed by Work180 as an employer of choice for women
✔ Health perks including EAP, wellness programs & flu vaccinations
✔ Career progression through secondments & internal mobility
✔ 2 paid volunteer days annually and community giving initiatives
✔ Leadership programs and service recognition awards

BGIS is a global leader in facility management, energy and sustainability, project delivery, asset management, and technical services. We employ over 12,000 people worldwide and manage more than 50,000 facilities, supporting diverse sectors including Government, Healthcare, and Higher Education.

How to Apply

If you are a proactive, customer-focused professional who enjoys supporting operations, managing service requests, and delivering excellence in a facilities environment, we would love to hear from you!

BGIS is an equal opportunity employer and strongly encourages applications from women, Aboriginal and Torres Strait Islander peoples, LGBTQ+ individuals, and people from culturally diverse backgrounds.

Eligibility: Applicants must have full working rights in Australia.

Apply now to be part of a team that values collaboration, safety, sustainability, and continuous improvement.

Explore more opportunities at https://apac.bgis.com