Help Desk Coordinator at Modus Projects in Melbourne, Victoria, AU

Helpdesk Coordinator - Customer Experience

Birthday 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 environment, 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.

About You

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, we believe our people are the driving force behind our success. That's why we invest in creating a workplace where you can thrive professionally while enjoying a supportive, inclusive culture.

What You'll Enjoy

• 📍 Modern office on Collins Street in Melbourne CBD.

• 🚆 Excellent public transport access for an easy commute.

• 🎂 Birthday Leave.

• 🌴 Loyalty Leave.

• ❤️ Employee Assistance Program (EAP) and wellbeing initiatives.

• 🌱 Ongoing training, development and genuine career progression.

• 🤝 Supportive leaders and a collaborative team environment.

• 📈 Opportunities to grow with a national business.

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