Helpdesk & Customer Support Administrator - WFH (Weekend and Graveyard)

• Provide responsive Helpdesk support to clients, site teams and internal stakeholders and complete assigned compliance administration during periods of lower call and email demand.
• Monitor Helpdesk calls and shared email channels and provide a professional first response to work requests, enquiries, complaints and escalations.
• Accurately log, prioritise and allocate requests with all required client, site, contact, service category, response time and supporting information.
• Track requests through to closure, follow up overdue actions and obtain appropriate completion evidence.
• Escalate urgent matters, complaints, repeat service failures and potential safety, environmental, quality, HR or commercial issues to the authorised manager.
• Prepare daily reports for nominated major contracts and weekly reports for other contracts, 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 through status reports, action registers, minutes and follow-up.
• Maintain contract compliance calendars and registers covering reporting obligations, review dates, document expiry dates and required evidence.
• Compile and check pre-commencement and pre-service documentation, including site information, inductions, training records, safe work documents, safety data sheets, licences, insurance certificates and supplier or subcontractor records.
• Maintain controlled site and contract files with accurate naming, version control and approval status in accordance with the Management System and applicable ISO requirements.
• Collate post-service evidence, including completed 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 and follow up accountable owners before due dates.
• Support incident and hazard administration by checking records and attachments and routing matters to HSEQ. Technical assessments, root-cause findings and approvals remain with authorised personnel.
• Collate approved data for service level, quality, safety, environmental, waste, sustainability and compliance reporting and assist with internal and external audit evidence.
• Prioritise live Helpdesk demand, protect confidential information and complete other related duties as directed by management
• Other position-level duties as they arise.

• 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.

NOTE: The official job title of this role is Helpdesk Support Representative.