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