Service Desk Advisor

Description

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

Ad ID: 5417903938