Helpdesk Support Representative – Weekend, Graveyard Shift

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Deliver prompt Helpdesk assistance to clients, site teams, and internal stakeholders.

• Undertake assigned compliance administration during periods of reduced call and email volume.

• Supervise Helpdesk calls and shared email channels, providing professional initial responses.

• Log, prioritize, and assign requests, ensuring all necessary information is complete.

• Monitor requests through to closure, follow up on overdue actions, and gather evidence of completion.

• Escalate urgent issues, complaints, recurring service failures, and potential safety, environmental, quality, HR or commercial concerns.

• Generate daily and weekly contract reports highlighting open requests, overdue actions, recurring issues, and exceptions.

• Address routine inquiries, maintain handover notes, and keep after-hours escalation contacts up to date.

• Assist client and internal meetings with status reports, action registers, meeting minutes, and follow-ups.

• Maintain calendars and registers for contract compliance.

• Compile and verify pre-commencement and pre-service documentation.

• Keep controlled site and contract files organized with accurate naming, version control, and approval status.

• Gather post-service documentation, including work reports, sign-offs, inspection results, photographs, service verification, variations, rectification evidence, and final reports.

• Maintain registers for audits, inspections, complaints, defects, non-conformances, corrective actions, and improvements.

• Assist with incident and hazard administration, routing matters to HSEQ.

• Collect approved data for service level, quality, safety, environmental, waste, sustainability, and compliance reporting.

• Support internal and external audit documentation.

• Prioritize live Helpdesk requests, safeguard confidential information, and carry out related duties as directed.

⛳️ Requirements

• Minimum of two years' 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 a plus.

• Excellent spoken and written English, with a professional phone demeanor and the ability to manage calls, emails, and administrative tasks accurately.

• Intermediate to advanced skills in Microsoft Outlook, Word, and Excel, along with confidence in using ticketing, CRM, document management, or workflow systems.

• Exceptional attention to detail, with the ability to identify missing information, expired documents, approval gaps, and inconsistent records.

• Strong organizational, prioritization, and follow-up abilities, with the judgment to manage deadlines and escalate issues as necessary.

• Experience maintaining compliance registers, controlled documents, audit evidence, corrective action records, or client reports is advantageous.

• Familiarity with ISO 9001, ISO 14001, or ISO 45001 management systems is preferred.

• Ability to adhere to procedures, protect confidential information, and collaborate effectively with clients and internal teams.

• Completion of Year 12 or an equivalent qualification.

• Additional studies in business administration, compliance, quality, or work health and safety are preferred.

• Dependable attendance and availability to fulfill the required Helpdesk roster.

🏝️ Benefits

• Permanent work from home opportunity

• Health Maintenance Organization (HMO) with coverage for 2 dependents and medical reimbursements

• Government-mandated benefits

• Opportunities to collaborate with leading companies in Australia and beyond

• Training programs for career advancement

• Engaging company outings, team activities, and wellness sessions

• Supportive and inclusive workplace culture

• Dedicated managers committed to your growth and success

• Competitive salary and benefits

• Additional entitlements

• Structured career development programs

• People-first culture emphasizing stability, growth, and genuine care