Helpdesk Support Representative – Weekend, Graveyard Shift

• Provide responsive Helpdesk support to clients, site teams and internal stakeholders.
• Complete assigned compliance administration during periods of lower call and email demand.
• Monitor Helpdesk calls and shared email channels and provide professional first responses.
• Log, prioritise and allocate requests with complete required information.
• Track requests through closure, follow up overdue actions and obtain completion evidence.
• Escalate urgent matters, complaints, repeat service failures and potential safety, environmental, quality, HR or commercial issues.
• Prepare daily and weekly contract reports highlighting open requests, overdue actions, repeat issues and exceptions.
• Respond to routine enquiries, maintain handover notes and keep after-hours escalation contacts current.
• Support client and internal meetings with status reports, action registers, minutes and follow-up.
• Maintain contract compliance calendars and registers.
• Compile and check pre-commencement and pre-service documentation.
• Maintain controlled site and contract files with accurate naming, version control and approval status.
• Collate post-service evidence, including work reports, sign-offs, inspection results, photographs, service verification, variations, rectification evidence and final reports.
• Maintain audit, inspection, complaint, defect, non-conformance, corrective action and improvement registers.
• Support incident and hazard administration and route matters to HSEQ.
• Collate approved data for service level, quality, safety, environmental, waste, sustainability and compliance reporting.
• Assist with internal and external audit evidence.
• Prioritise live Helpdesk demand, protect confidential information and complete related duties as directed.

• At least two years of experience in Helpdesk support, customer service, service coordination, contract administration, document control or compliance support.
• Experience in commercial cleaning, facilities management or another contract-based service environment is advantageous.
• Strong spoken and written English with a professional phone manner and the ability to manage calls, emails and administrative work accurately.
• Intermediate to advanced Microsoft Outlook, Word and Excel skills and confidence using ticketing, CRM, document management or workflow systems.
• Strong attention to detail with the ability to identify missing information, expired documents, approval gaps and inconsistent records.
• Strong organisation, prioritisation and follow-up skills with the judgement to manage deadlines and escalate issues appropriately.
• Experience maintaining compliance registers, controlled documents, audit evidence, corrective action records or client reports is advantageous.
• Exposure to ISO 9001, ISO 14001 or ISO 45001 management systems is desirable.
• Ability to follow procedures, protect confidential information and work effectively with clients and internal teams.
• Completion of Year 12 or an equivalent qualification.
• Further study in business administration, compliance, quality or work health and safety is advantageous.
• Reliable attendance and availability to work the required Helpdesk roster.

• Permanent work from home
• HMO with 2 free dependents and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success
• Competitive pay and benefits
• Additional entitlements
• Structured career development programs
• People-first culture prioritizing stability, growth and genuine care