Service Desk Advisor

Responsibilities

• 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.
• Action reactive requests from our client base and log all requests on our in-house computer system.
• Liaise with site‑based engineers and field‑based facility managers to action requests as necessary.
• Liaise with sub‑contractors to attend site to repair faults and raise appropriate purchase orders as required.
• Be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
• Be proactive in chasing job closures for client sites and to close down reactive requests that have been completed by internal resources and sub‑contractors.
• Ensure that timeframes are adhered to in relation to service level agreements.
• Review all data on our in-house computer system and proactively ensure that the data is updated as required.
• Be responsible for own suite of clients and ensure that all operational and financial procedures are adhered to.
• Carry out administrative tasks involved in setting up new supplier/contractor accounts.
• Promote good relationships with contractor/supplier contacts and site personnel and 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.

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

• 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.
• Be customer‑focused and 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.

Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equitably. This includes implementing deliberate strategies that advance underrepresented communities in commercial real estate careers. As a Disability Confident Employer, we are committed to removing any obstacles to inclusion. If you need any adjustments to support your application or any part of the recruitment process, such as information in alternative formats or special requirements to access our buildings, or if you are eligible under the Disability Confident Scheme, please contact us at careers.uk@avisonyoung.com.

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