Helpdesk Support Representative – Weekend, Graveyard Shift

Twoconnect

. Provide responsive Helpdesk support to clients, site teams and internal stakeholders.

Posted 9/15/2026full-timeRemote • PhilippinesJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in Helpdesk Support, Contract Administration, and Compliance Management, with strong skills in Microsoft Office applications and ticketing systems. Capable of maintaining detailed compliance registers and providing professional communication to clients and internal teams.

Highest-signal resume keywords

Helpdesk SupportContract AdministrationCompliance ManagementMicrosoft Office SuiteCustomer Service

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Helpdesk SupportContract AdministrationCompliance ManagementDocument ControlAudit Evidence MaintenanceISO 9001 ExposureISO 14001 ExposureISO 45001 ExposureTicketing SystemsCRM Systems

Soft Skills

Strong Attention to DetailStrong Organisation SkillsPrioritisation SkillsProfessional CommunicationJudgement in Escalation

Tools & Technologies

Microsoft OutlookMicrosoft WordMicrosoft ExcelDocument Management SystemsWorkflow Systems

Certifications & Qualifications

Completion of Year 12Further Study in Business AdministrationFurther Study in ComplianceFurther Study in QualityFurther Study in Work Health and Safety

Industry Keywords

Commercial CleaningFacilities ManagementContract-Based Service EnvironmentCompliance RegistersService Level Reporting

About the role

Key responsibilities & impact

Provide responsive Helpdesk support to clients, site teams and internal stakeholders.
Complete assigned compliance administration during periods of lower call and email demand.
Monitor Helpdesk calls and shared email channels and provide professional first responses.
Log, prioritise and allocate requests with complete required information.
Track requests through closure, follow up overdue actions and obtain completion evidence.
Escalate urgent matters, complaints, repeat service failures and potential safety, environmental, quality, HR or commercial issues.
Prepare daily and weekly contract reports highlighting open requests, overdue actions, repeat issues and exceptions.
Respond to routine enquiries, maintain handover notes and keep after-hours escalation contacts current.
Support client and internal meetings with status reports, action registers, minutes and follow-up.
Maintain contract compliance calendars and registers.
Compile and check pre-commencement and pre-service documentation.
Maintain controlled site and contract files with accurate naming, version control and approval status.
Collate post-service evidence, including work reports, sign-offs, inspection results, photographs, service verification, variations, rectification evidence and final reports.
Maintain audit, inspection, complaint, defect, non-conformance, corrective action and improvement registers.
Support incident and hazard administration and route matters to HSEQ.
Collate approved data for service level, quality, safety, environmental, waste, sustainability and compliance reporting.
Assist with internal and external audit evidence.
Prioritise live Helpdesk demand, protect confidential information and complete related duties as directed.

Requirements

What you’ll need

At least two years of experience in Helpdesk support, customer service, service coordination, contract administration, document control or compliance support.
Experience in commercial cleaning, facilities management or another contract-based service environment is advantageous.
Strong spoken and written English with a professional phone manner and the ability to manage calls, emails and administrative work accurately.
Intermediate to advanced Microsoft Outlook, Word and Excel skills and confidence using ticketing, CRM, document management or workflow systems.
Strong attention to detail with the ability to identify missing information, expired documents, approval gaps and inconsistent records.
Strong organisation, prioritisation and follow-up skills with the judgement to manage deadlines and escalate issues appropriately.
Experience maintaining compliance registers, controlled documents, audit evidence, corrective action records or client reports is advantageous.
Exposure to ISO 9001, ISO 14001 or ISO 45001 management systems is desirable.
Ability to follow procedures, protect confidential information and work effectively with clients and internal teams.
Completion of Year 12 or an equivalent qualification.
Further study in business administration, compliance, quality or work health and safety is advantageous.
Reliable attendance and availability to work the required Helpdesk roster.

Benefits

Comp & perks

Permanent work from home
HMO with 2 free dependents and medical reimbursements
Government-mandated benefits
Opportunities to work with leading companies in Australia and beyond
Training programmes for career development
Engaging company outings, team activities and wellness sessions
Supportive, inclusive culture
Dedicated managers focused on your growth and success
Competitive pay and benefits
Additional entitlements
Structured career development programs
People-first culture prioritizing stability, growth and genuine care