About Us
Mō OCS/1M:
Ki OCS/1M ka aro pū ki te whakaū i ō mātou ake mātāpono: Whakapono (Trust), Whakaute (Respect), Kotahitanga (Unity) me te Whakamana (Empowerment).
Ko tōnā waru tekau ngā tau mātou e mahi ana ki roto i te rāngai nei, he pai mutunga te kounga o ngā mahi Whakapaipai Whare Pākihi, Whakahaere Wāhi Mahi me te ratonga WasteLine Solutions e mahia nei ki ngā rāngai katoa i Aotearoa puta noa ki te ao.
Ki OCS/1M ka aro pū ki te whakaū i ō mātou ake mātāpono: Whakapono (Trust), Whakaute (Respect), Kotahitanga (Unity) me te Whakamana (Empowerment).
Ko tōnā waru tekau ngā tau mātou e mahi ana ki roto i te rāngai nei, he pai mutunga te kounga o ngā mahi Whakapaipai Whare Pākihi, Whakahaere Wāhi Mahi me te ratonga WasteLine Solutions e mahia nei ki ngā rāngai katoa i Aotearoa puta noa ki te ao.
About OCS:
OCS is a global leader in facilities management with over 80 years of experience in New Zealand. We provide high-quality cleaning, facilities management, and WasteLine services across diverse sectors—helping organisations maintain safe, efficient, and welcoming environments.
The Role OCS is a global leader in facilities management with over 80 years of experience in New Zealand. We provide high-quality cleaning, facilities management, and WasteLine services across diverse sectors—helping organisations maintain safe, efficient, and welcoming environments.
Based at our National Support Office in Auckland, the National Helpdesk Coordinator is responsible for delivering exceptional customer service and supporting the effective coordination of facilities management requests across New Zealand. Acting as a key point of contact between customers, operational teams, and subcontractors, you will ensure service requests are accurately logged, allocated, monitored, and completed within agreed service levels.
Your responsibilities include, but are not limited to:
Your responsibilities include, but are not limited to:
- Receive and respond to customer requests via phone and email in a timely and professional manner.
- Manage Helpdesk mailboxes and assess the priority and nature of incoming requests.
- Log and maintain jobs within the CAFM system, ensuring data accuracy and completeness.
- Allocate work to internal operational teams and external subcontractors as required.
- Monitor job progress, follow up on attendance timeframes, and provide updates to customers.
- Coordinate with operations teams and service providers to ensure service levels and customer expectations are met.
- Track, document, and update job statuses, costs, and completion information accurately.
- Build strong relationships with customers and stakeholders while maintaining compliance with company policies and procedures.
To be successful in this role, you will be highly organised, customer-focused, and capable of managing multiple priorities in a fast-paced environment.
- Previous experience in a helpdesk, customer service, administration, or coordination role.
- Strong communication skills with the ability to build positive relationships with customers and colleagues.
- Excellent organisational skills and attention to detail.
- Ability to prioritise competing tasks and work effectively under pressure.
- Proficient computer skills with confidence learning new systems and processes.
- Problem-solving ability with a proactive and solutions-focused approach.
- Strong commitment to teamwork, professionalism, and customer satisfaction.
- Understanding of service delivery environments and working to service level agreements (SLAs) is advantageous.
This role is subject to pre-employment checks and may require a clean criminal record. Final appointment is contingent on satisfactory results.
Applicants for this position should have NZ residency or a valid NZ work visa. If this sounds like the right role for you, please apply and attach a CV and cover letter.