Help Desk Officer (commercial Cleaning) - Malvern VIC

Help Desk Officer (Commercial Cleaning) - Malvern VIC Job No: MG1196 Location: MALVERN ABOUT THE ROLE This position is not an IT service desk but a Help Desk role servicing commercial and industrial cleaning clients. 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). The role will prepare and process general and specialised administration functions, including daily, weekly & monthly reporting, consolidation, distribution and analysis of key data associated with national/key contracts. It also supports the Menzies Help Desk to ensure compliance with client contract terms & conditions and Menzies internal management procedures, 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 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 inbound 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 KPIs 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. 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. ABOUT US Our vision is to 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. With over 57 years of experience within the cleaning industry, our growth and business strategy are driven by contemporary methodologies, technology advancement, and a continued 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 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. #J-18808-Ljbffr