Help Desk Officer (not IT but Commercial Cleaning) - Malvern VIC

ABOUT THE ROLE

This position is not an IT service desk but a Help Desk role servicing commercial and industrial cleaning clients in the facility management space.

A rare opportunity has become available for a highly-qualified and driven Help Desk & Reporting Officer (Junior role) in our head office based in Malvern (Monday to Friday: 11am-7pm, salary $65,000 per annum plus super.

The role will prepare and process general and specialised administration functions, including daily, weekly & monthly reporting, including consolidation, distribution and analysis of key data associated with national/key contracts. Support to the Menzies Help Desk to ensure compliance to client contract terms & conditions and Menzies internal management procedures is also involved (including logging of work requests, complaints and various reporting duties).

Reporting to the Senior Help Desk Officer and General Manager Corporate Services you will be responsible for providing first level of support to our national customer base while escalating issues to the management team. First call resolution rate is critical with a strong focus on customer satisfaction and prompt completion of work requests to ensure customer KPI's are maintained and exceeded.

Duties / Responsibilities

• Production and distribution of time attendance and compliance reporting: verification of service delivery and hours
• Managing in-bound calls and emails and responding to both internal and external customers in a professional and timely manner
• Process and allocate work requests or issues to Managers across the business, utilising the Menzies internal Help Desk system, and our clients' in-house Help Desk systems
• Timely follow-up on work order requests to ensure client KPI's are achieved
• Case management support as required
• Support quality administrative functions such as filing and data entry
• Facilitate the accurate & timely updating of Help Desk reports
• Communicate to management the operational issues affecting customer relations, including escalation of key matters
• After hours support where required (i.e. Public Holidays work from home location)
  
  

Essential Criteria for Position:

• Advanced Microsoft Excel skills, well-developed computer skills (including proficiency with the full Microsoft Office suite including Outlook & Word)
• Fast and accurate data entry skills
• High degree of drive, initiative, motivation and outcome orientation with the capacity to deal with multiple and often conflicting priorities
• Effective written and verbal communication skills, with the ability to build and maintain relationships and share specialist knowledge and technical skills within a team environment.
• Exceptional follow-up and reporting abilities
• High level of multi-tasking skills
• Ability to be firm or persistent when necessary
• Friendly and sociable, a 'team player' interacts well with both internal and external customers
• Previous experience in a similar role, or within the cleaning industry is desirable (however not essential).

The role will require the applicant to undertake a National Police Record check and you must have full working rights in Australia.

You will be joining a team where you can develop your skills and experience personal growth whilst having access to management support at all times. Menzies Help Desk is addressing and managing work orders and client requests for commercial and industrial cleaning. You will be liaising with our cleaning operations and corporate teams as well as clients who may be requesting additional cleaning and rectifications via email, phone or ticket requests via their own platforms.

You will be working out of our Head Office in Malvern; however, this can be reviewed after the first 6 months.

ABOUT US

Our Vision:

Maintain, develop, and grow long term sustainable partnerships with our employees and clients by ensuring transparency, quality, safety, environmental awareness in our service delivery across Australia. Together with our 57+ years’ experience within the cleaning industry, our growth and business strategy will be one driven from contemporary methodologies through technology advancement and our continual commitment to the environment through our ESG targets and objectives.

Our Values:

• Safety in everything we do
• Team collaboration and respect
• Environment & Sustainability
• Exceptional customer service
• People, Passion & Pride

Menzies is always looking for enthusiastic, motivated individuals to join our team. Our status as an Equal Opportunity Employer is reflected in the diversity of team members. Staff performance is regularly assessed to confirm that work is up to our professional standard.

As we continue to grow, we are currently looking for a reliable, self-motivated and committed individual to join our team in Victoria.

We acknowledge that diversity in Menzies workforce increases the effectiveness of teams and our capacity for innovation. We welcome applications from Indigenous people, workers of all ages, people with disabilities, people who identify as LGBTIQ+ and those from culturally and linguistically diverse backgrounds.