Service Desk Advisor

The Role

• Answer all incoming calls and email promptly, confidently and professionally in accordance to call handling and quality targets.
• Accurately process reactive, planned and statutory compliance tasks.
• To action reactive requests from our client base and log all requests on our in-house computer system.
• To liaise with site-based engineers and field based facility managers to action requests as necessary.
• To liaise with sub-contractors to attend site to repair faults and raise appropriate purchase orders as required.
• To be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
• To be proactive in chasing job closures for client sites and to close down reactive requests that have been completed by our internal resources and sub-contractors.
• To ensure that timeframes are adhered to in relation to service level agreements.
• To review all data on our in-house computer system and be proactive in ensuring that the data is updated as required.
• To be responsible for own suite of clients and ensuring that all operational and financial procedures are adhered to.
• To carry out administrative tasks involved in setting up new supplier/contractor accounts.
• To promote good relationships with contractor/supplier contacts and site personnel and to project a professional image of Avison Young at all times.
• Provide administrative support to the Field Based team of Mobile Facility Managers.
• Manage own workload whilst meeting deadlines.
• General filing duties (electronic or manual) including the requirement that the filing system be neat and tidy to aid speedy retrieval of any information.
• Commitment to continuous service Improvement to improve end to end processes and service levels.

Technical Skills

• Proficient in Microsoft Office Information Technology software (Word, Excel and PowerPoint) is essential.
• Previous experience of using a CAFM system is desirable.

Core Skills

It is essential for the right candidate to:

• Exceptional verbal and written communication skills.
• Be organised and able to multi-task.
• Accuracy, flexibility and ability to problem solve will be necessary in this role.
• Focused on delivering high-quality service with keen eye for detail.
• To be customer focused and ability to demonstrate empathy.
• Self-motivated, thrive under pressure with strong computer literacy in this role.
• Be able to work under pressure.
• Effective team member with supportive and collaborative approach.

Experience

• A minimum of one year experience working in a help desk environment is desirable.
• Working experience in a customer focused setting is essential.
• Strong telephone communication skills