Helpdesk Coordinator | Customer Experience

? Birthday Leave | ? Paid Parental Leave | ? Career Development | ? Collaborative Culture

Love solving problems and keeping things moving? If you're an organised customer service professional who thrives in a fast-paced workplace, this is your opportunity to join a growing Facilities Management team where no two days are the same.

As our Helpdesk Coordinator, you'll be the first point of contact for key clients, coordinating maintenance requests, supporting our Service Coordinators, and ensuring work orders are delivered efficiently and on time. Your ability to stay organised, communicate confidently, and deliver exceptional customer service will make a real difference to our clients every day.

What you'll be doing

- Manage incoming calls and emails from key clients.

- Log, allocate and monitor work orders from start to completion.

- Coordinate reactive and planned maintenance requests across multiple sites.

- Support scheduling and coordination of maintenance services.

- Keep clients updated with accurate ETAs and job progress.

- Work closely with Service Coordinators to meet client KPIs.

- Maintain accurate records across CRM and operating systems.

- Deliver a high standard of customer service with every interaction.

Key Requirement

This role operates within a 24/7 Helpdesk environment, so flexibility is essential.

You'll be available to work a rotating 24/7 roster, including days, evenings, nights, weekends and public holidays. During after-hours shifts, you'll be responsible for coordinating urgent maintenance requests, dispatching contractors, managing critical incidents, and ensuring our clients receive timely updates and exceptional support.

If you enjoy working in a dynamic environment where you can make decisions, solve problems and keep essential services running, this is the role for you.

What you'll bring

- 2 years' experience in customer service, administration or a contact centre environment.





- Outstanding communication and relationship-building skills.

- Strong organisation and the ability to juggle competing priorities in a fast-paced environment.

- Excellent attention to detail with a proactive, solutions-focused mindset.

- Confidence using Microsoft Office and CRM/database systems.

- Facilities Management, maintenance scheduling or service coordination experience is highly regarded.

Why Join Modus?

At Modus Projects, we excel in delivering high-quality commercial construction, fit-out, and facilities maintenance services across Australia. Our commitment to quality, efficiency, and customer satisfaction sets us apart as industry leaders. With a strong reputation and years of experience, we’re looking to expand our team with talented professionals who are dedicated to excellence.

What we offer:

- Generous Salary Package: Competitive hourly rate and paid overtime

- Job Security: A long-term career opportunity with ongoing training and professional development.

- Fantastic Team Culture: Be part of a hardworking, inclusive team that values fun, teamwork, and high performance, supported by experienced management.

- Family Benefits: Enjoy paid parental leave, baby bucks, kids' sports vouchers, and family days.

Apply Today!

Join us and become part of a company that values excellence, teamwork, and a commitment to quality service.

At Modus Projects, We are advocates for diversity & inclusion. We are committed to being an equal-opportunity employer, and we celebrate diversity in our team, where everyone feels valued. We make sure that our culture and services continue to incorporate everyone's perspectives and experience.

We never discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status. All your information will be kept confidential according to EEO guidelines.

Should you wish to view our Privacy Policy, please visit our website https://modusprojects.com.au/.

📌 Help Desk Coordinator (Melbourne)
🏢 Modus Projects
📍 Melbourne