" \u003cdiv class=\"ja-job-details\"\u003e \u003ch2 class=\"title\"\u003eNational Helpdesk Coordinator\u003c/h2\u003e \u003cdiv class=\"meta\"\u003e \u003cul class=\"classifications\"\u003e \u003cli data-id=\"20591\"\u003e Call Centre \u0026amp; Customer Service \u003c/li\u003e \u003cli data-id=\"20592\"\u003e Customer Service \u003c/li\u003e \u003cli data-id=\"20593\"\u003e Auckland \u003c/li\u003e \u003cli data-id=\"20594\"\u003e Permanent / Full Time \u003c/li\u003e \u003c/ul\u003e \u003cp class=\"date-posted\"\u003e 21/10/2026 \u003c/p\u003e \u003c/div\u003e \u003cul class=\"bullet-points\"\u003e \u003cli\u003eBe the central point of contact for customers and operational teams across NZ\u003c/li\u003e \u003cli\u003eJoin a leading facilities management business with opportunities for growth\u003c/li\u003e \u003cli\u003eWork in a fast-paced, collaborative environment where no two days are the same\u003c/li\u003e \u003c/ul\u003e \u003cdiv class=\"description\"\u003e \u003cstrong\u003eAbout Us\u003cbr\u003e\u003c/strong\u003e \u003cbr\u003e \u003cdiv\u003e\u003cstrong\u003eM\u0026#333; OCS/1M:\u003c/strong\u003e\u003cbr\u003e Ki OCS/1M ka aro p\u0026#363; ki te whaka\u0026#363; i \u0026#333; m\u0026#257;tou ake m\u0026#257;t\u0026#257;pono: Whakapono (Trust), Whakaute (Respect), Kotahitanga (Unity) me te Whakamana (Empowerment).\u003cbr\u003e Ko t\u0026#333;n\u0026#257; waru tekau ng\u0026#257; tau m\u0026#257;tou e mahi ana ki roto i te r\u0026#257;ngai nei, he pai mutunga te kounga o ng\u0026#257; mahi Whakapaipai Whare P\u0026#257;kihi, Whakahaere W\u0026#257;hi Mahi me te ratonga WasteLine Solutions e mahia nei ki ng\u0026#257; r\u0026#257;ngai katoa i Aotearoa puta noa ki te ao.\u003cbr\u003e\u003cbr\u003e\u003c/div\u003e \u003cdiv\u003e\u003cstrong\u003eAbout OCS:\u003c/strong\u003e\u003cbr\u003e 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\u0026mdash;helping organisations maintain safe, efficient, and welcoming environments.\u003cbr\u003e\u003cbr\u003e\u003c/div\u003e \u003cstrong\u003eThe Role\u003c/strong\u003e \u003cdiv\u003eBased 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. \u003cbr\u003e\u003cem\u003eYour responsibilities include, but are not limited to:\u0026nbsp;\u003c/em\u003e\u003c/div\u003e \u003cul\u003e \u003cli\u003eReceive and respond to customer requests via phone and email in a timely and professional manner.\u0026nbsp;\u003c/li\u003e \u003cli\u003eManage Helpdesk mailboxes and assess the priority and nature of incoming requests.\u003c/li\u003e \u003cli\u003eLog and maintain jobs within the CAFM system, ensuring data accuracy and completeness.\u0026nbsp;\u003c/li\u003e \u003cli\u003eAllocate work to internal operational teams and external subcontractors as required.\u003c/li\u003e \u003cli\u003eMonitor job progress, follow up on attendance timeframes, and provide updates to customers.\u003c/li\u003e \u003cli\u003eCoordinate with operations teams and service providers to ensure service levels and customer expectations are met.\u0026nbsp;\u003c/li\u003e \u003cli\u003eTrack, document, and update job statuses, costs, and completion information accurately.\u003c/li\u003e \u003cli\u003eBuild strong relationships with customers and stakeholders while maintaining compliance with company policies and procedures.\u003c/li\u003e \u003c/ul\u003e \u003cstrong\u003eAbout You\u003c/strong\u003e \u003cdiv\u003eTo be successful in this role, you will be highly organised, customer-focused, and capable of managing multiple priorities in a fast-paced environment.\u003c/div\u003e \u003cul\u003e \u003cli\u003ePrevious experience in a helpdesk, customer service, administration, or coordination role.\u003c/li\u003e \u003cli\u003eStrong communication skills with the ability to build positive relationships with customers and colleagues.\u003c/li\u003e \u003cli\u003eExcellent organisational skills and attention to detail.\u003c/li\u003e \u003cli\u003eAbility to prioritise competing tasks and work effectively under pressure.\u003c/li\u003e \u003cli\u003eProficient computer skills with confidence learning new systems and processes.\u003c/li\u003e \u003cli\u003eProblem-solving ability with a proactive and solutions-focused approach.\u003c/li\u003e \u003cli\u003eStrong commitment to teamwork, professionalism, and customer satisfaction.\u003c/li\u003e \u003cli\u003eUnderstanding of service delivery environments and working to service level agreements (SLAs) is advantageous.\u003c/li\u003e \u003c/ul\u003e \u003cdiv\u003e\u003cstrong\u003eThis role is subject to pre-employment checks and may require a clean criminal record. Final appointment is contingent on satisfactory results.\u003cbr\u003e\u003cbr\u003e\u003c/strong\u003e\u003c/div\u003e \u003cdiv\u003eApplicants 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.\u003c/div\u003e \u003cbr\u003e \u0026nbsp; \u003c/div\u003e \u003cdiv class=\"apply\"\u003e \u003ca class=\"back-link\" href=\"#\" title=\"Back to search results\"\u003eBack to search results\u003c/a\u003e \u003cinput type=\"button\" class=\"ja-button\" data-job-id=\"4480219\" value=\"Apply Now\" title=\"Apply Now\" /\u003e \u003c/div\u003e \u003c/div\u003e "