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About the Role

BGIS is seeking 4x experienced Help Desk Operators / Customer Service Officers to join a newly established FM Hub supporting a high-volume, fast-paced aviation precinct based in Mascot. In this role, you will be the first point of contact for maintenance and service requests, ensuring efficient triage, scheduling, dispatch, and tracking of work orders across a dynamic 24/7 operational environment. You will play a key role in keeping critical facilities running smoothly behind the scenes. Working closely with Facilities Managers, trades, subcontractors, and response teams, you will help deliver seamless service coordination, strong communication outcomes, and high-quality customer experience.

Responsibilities

Receive, log, and manage service requests via phone, email, and digital systems (Maximo, Manhattan, SmartXRM & Genesis)
Triage, prioritise, and raise accurate work orders in line with contractual requirements
Dispatch and coordinate maintenance tasks with operational teams and subcontractors
Monitor work order progress to ensure timely completion and service level compliance
Support scheduling and coordination of preventative maintenance (PPM) activities
Maintain accurate system data to support reporting, compliance, and audit requirements
Track performance metrics including response times and overdue works
Provide clear, consistent communication and updates to stakeholders
Support continuous improvement in workflows, processes, and service delivery

Requirements

Experience in helpdesk, service coordination, call centre, or facilities environments
Strong administration skills with high attention to detail
Experience using CMMS systems (e.g. Maximo or similar)
Ability to manage competing priorities in a fast-paced environment
Strong communication skills across technical and non-technical stakeholders
Understanding of work order processes and maintenance workflows
Experience in 24/7 or shift-based operational environments (Desirable)
Exposure to aviation, infrastructure, or high-volume service environments (Desirable)
Experience supporting scheduling or preventative maintenance activities (Desirable)
Basic analytical skills for reporting and performance tracking (Desirable)
Applicants must have full working rights in Australia

Skills

Maximo
Manhattan
SmartXRM
Genesis
CMMS systems

Location

Mascot, NSW
Remote/WFH

Work Type

Part-Time
Permanent
Fully Remote/WFH

Experience Level

Experienced

Salary/Compensations

$54,000 (inclusive of penalties and loadings) + superannuation

Benefits

Spot recognition vouchers
$2,000 referral bonus
Access to Flare discounts across retail, utilities & lifestyle services
Fitness Passport for you and your family
Employee Assistance Program (EAP) & wellbeing support
Career development through internal mobility and secondments
Paid volunteer days and community impact initiatives
Leadership development programs and structured career pathways
Inclusive, flexible, and supportive workplace culture
Industry-recognised employer of choice awards and DE&I accreditation

About the Company

BGIS is a global leader in integrated facilities management, delivering innovative and sustainable solutions across critical environments including aviation, healthcare, government, and infrastructure. We pride ourselves on safety, service excellence, and operational reliability across complex, 24/7 environments.

Equal Opportunity

BGIS is an equal opportunity employer and strongly encourages applications from women, Aboriginal and Torres Strait Islander peoples, LGBTQ+ individuals, and people from culturally diverse backgrounds.