Customer Service Helpdesk Advisor

The role is perfect for someone who has proven experience in a similar role in Customer Service and has an interest in facilities and is naturally IT savvy and is looking for a new challenge. Based in West Lothian, salary up to £22,500 - £25,000 per annum depending on experience. The core hours are Monday - Friday, 9am-5.30pm.

Role Overview

You will work alongside this vibrant Help Desk Administrator team to provide a first line of support for technical, Building Management and Facilities Services. You must be experienced in Customer Service and a similar facility help desk role would be beneficial as well as IT savvy. You will see through all issues from initial log through to final resolution, ensuring excellent Customer Service each time. You will have excellent spelling and grammar, good knowledge of Microsoft platforms and software and take real pride in your work and enjoy going the extra mile. This is a fast paced and busy Help Desk role which is why previous experience is essential as you need to hit the ground running. The company offers great opportunities for hard workers that are keen to build their career long term and progress.

Duties include:

• First point of contact for incoming telephone calls. Accurately process enquiries, resolving concerns where possible or distributing call back requests to the relevant department with key information
• Responding to helpdesk queries and ensuring they are logged correctly in line with each client’s contract on our clients management system
• Follow up on queries and plan engineer or sub-contractor attendance as required
• Liaise with contractors, client representatives, and the full team including engineers
• Ensure Contractors are aware of outstanding issues and are dealing with them in a timely manner
• Ensure Clients are updated with progress of works
• Appropriately escalate any issues where suppliers and engineers have failed to respond within contract timescales
• Assist with producing engineer/sub-contractor quotations
• Process reports for engineers, highlighting working hours and material costs
• Any other Ad hoc duties as required

Skills and Experience required:

• Previous experience within a facilities or commercial FM helpdesk role is preferred
• Previous Help Desk and Administration experience preferred
• Excellent communication skills - both written and verbal
• Customer service experience
• Good working knowledge of Microsoft office and Microsoft Teams
• Ability to work on own initiative and as a part of a team