About the Role: 

We are seeking a dedicated Helpdesk (call centre) Operator to join our friendly team at the Royal Adelaide Hospital.​ In this role, you will be the first point of contact for service requests, assisting facility users and staff via phone, email, or in person. ​ You will play a key role in ensuring timely and professional resolution of queries while maintaining a high standard of customer service. ​

This is a casual appointment, as such we welcome as much availability to cover shifts across a 7-day roster.

Key Responsibilities: ​

Respond to service requests and inquiries via phone, email, or in person. ​ Accurately log and manage service requests using computerised systems. ​ Assist with video conferencing and audio-visual equipment setup. ​ Travel within the facility to support room setups and technical requests. ​ Strive for first-call resolution through excellent communication and active listening. ​ Meet operational performance benchmarks, including call and email handling times. ​ Adhere to safety policies and actively participate in Zero Harm initiatives. ​

About you:

Proven experience in customer service within a contact centre, retail, or hospitality environment. ​ Ability to provide empathetic and solution-focused service. Excellent communication and relationship-building skills. ​ Intermediate knowledge of software like Word, Excel, and PowerPoint. ​ Basic understanding of technology (desktop computers, TV screens, audio-visual equipment) or willingness to learn. ​ Resilience, professionalism, and a positive attitude. ​ Physical fitness to move office equipment as required.

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 optimise 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.

Please note: As a pre-requisite for this role, successful candidates will be required to undertake a pre-employment medical, as well as provide an up-to-date National Police Clearance and Immunisation history.

As an employer who acknowledges and embraces the importance of our people’s diverse experiences, talents and cultures, we encourage applications from people from all ages and backgrounds, including Indigenous Australians, to apply. 

If you are passionate about what you do and motivated to succeed, apply now!