• 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.

Requirements

• 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.

Benefits

Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity: 

• Permanent work from home
• Shift is TBC; weekend 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 programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable. 

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.