Description:
As a Service Desk Advisor, you will act as the first point of contact to our customer and be responsible for creating and updating jobs on our CAFM System, liaising with sub-contractors to schedule work attendance on follow up on jobs undertaken as part of full life cycle of operational support.
You will be able to achieve call handling targets and meet necessary quality markers in maintaining service level agreements and minimise performance penalties for non-adherence to process.
Main Duties, Responsibilities & Accountabilities
- 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.
Qualifications
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.