Operations Support Help Desk Officer

at  Invocare

Are you passionate about customer service and looking to make a meaningful impact? At InvoCare, we believe in providing exceptional support to our field teams and enhancing the experience of our clients and their families. We are looking for a dedicated Operations Support Help Desk Officer to join our team and help us achieve our mission.
InvoCare is the leading provider of funeral, cemetery, and crematorium services in Australia, New Zealand, and Singapore. With over 290 locations and a team of dedicated professionals, we offer a range of services that cater to diverse communities and cultural needs. Our mission is to provide exceptional care and support to families during some of the most challenging times in their lives. We are committed to delivering compassionate service, maintaining the highest standards of care, and celebrating the lives of those we honour.

ABOUT THE ROLE:

As an Operations Support Help Desk Officer, you will be a key player in delivering high levels of (non-technical) support to our field teams through our ticketing system. You will ensure the continuity of excellent service standards and play a pivotal role in facilitating organisational change processes. Your responsibilities will include providing frontline support, maintaining ticket submissions, and collaborating with cross-functional teams to enhance our business processes.
The InvoCare support office is currently located in North Sydney, however, we are excited to announce that our office will be relocating to the North West or Western suburbs by July 2025.

KEY RESPONSIBILITIES:

• Frontline Support: Provide prompt and accurate assistance to field queries, ensuring high service levels during operational hour.
• Application Administration: Handle non-technical service requests and maintain location information as required by business divisions.
• Administrative Tasks: Perform a variety of tasks to support sales and service delivery, including manual data entry and acting as a triage for coordination functions
• Compliance Monitoring: Assist in monitoring and following up on compliance focus areas and provide feedback to management.
• Business Process Development: Collaborate with operational and functional leaders to develop and document business processes, aiming to standardize practices and improve efficiency.