Helpdesk Support Representative

Core Responsibilities

• Provide responsive Helpdesk support to clients, site teams, and internal stakeholders, managing compliance administration during off-peak periods.
• Monitor calls and shared email channels, offering professional first responses to work requests, enquiries, complaints, and escalations.
• Log, prioritise, and allocate requests with detailed client, site, contact, service category, response time, and supporting information.
• Track requests to closure, follow up on overdue actions, and gather 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 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-ups.
• Maintain contract compliance calendars and registers, including reporting obligations, review dates, document expiry dates, and required evidence.
• Compile and verify pre-commencement and pre-service documentation, such as site information, inductions, training records, safe work documents, safety data sheets, licences, insurance certificates, and supplier/subcontractor records.
• Maintain controlled site and contract files with accurate naming, version control, and approval status in compliance with the Management System and 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, following up with accountable owners before due dates.
• Support incident and hazard administration by verifying records and attachments, 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, assisting with internal and external audit evidence.
• Prioritise live Helpdesk demand, protect confidential information, and complete other related duties as directed.

Requirements

• At least 2 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 skills in Microsoft Outlook, Word, and Excel, 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.

Benefits

Why Join Twoconnect?

• Permanent work from home
• Shift availability includes weekends and night coverage
• HMO with 2 free dependents and medical reimbursements
• Government-mandated benefits
• Opportunities to work with leading companies in Australia and beyond
• Training programs for career development
• Engaging company outings, team activities, and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

Twoconnect connects skilled Filipino professionals with established companies globally, providing access to long-term opportunities.

Competitive pay, benefits, additional entitlements, and structured career development programs ensure a financially rewarding and sustainable career.

Twoconnect is an equal opportunity employer, valuing cultural diversity and fostering an inclusive workplace.