The KPMG Business Services function is a cornerstone of our UK business. Operating from 20 UK locations and sitting with KPMG Central Services, we do work that matters. Within Central Services, we are part of a community of experts across a wide range of critical activities who help grow, run, and protect KPMG in the UK.
**Why Join KPMG as Facilities Servicedesk Operator?**
Facilities provides premises and workplace support services including accommodation, catering, vending, mail delivery and collection, records management, reception, hospitality, meeting room support, health and safety compliance, and physical security. This role sits within the Facilities Operations Team, which ensures the effective day-to-day operational activities of KPMG Offices throughout the UK. We are the first point of contact for onsite Facilities including Servicedesk Operations.
The role reports to the Servicedesk Assistant Manager and requires a highly professional team player with excellent communication and problem-solving skills. You should possess outstanding organizational skills, be adaptable, flexible, and an ambassador for Facilities Operations, OEH, and KBS. The shift pattern is between 8am to 5.30pm.
Responsibilities:
* Work as part of the Facilities Operations team, primarily as a Servicedesk Operator.
* Market Facilities Servicedesk and the Operational Excellence Hub by providing first-class service internally and externally, enhancing the function's profile and impact on firm expenditure.
* Manage telephone and email enquiries related to maintenance, office services, and room reservations professionally and courteously.
* Proactively advise colleagues on potential issues with bookings or maintenance using team knowledge.
* Support a culture of self-service by guiding callers through processes using the ServiceNow booking system and assisting with troubleshooting.
* Raise tasks on Concept Evolution, our Facilities Management software, and escalate software issues as needed.
* Manage room availability, negotiate room moves, and find alternative solutions to maximize utilization and accommodate requests at short notice.
* Work closely with Facilities Operations teams across UK offices to ensure processes are known and applied consistently.
* Collaborate with maintenance, catering, and cleaning teams to promote employee engagement through the work environment.
* Develop troubleshooting skills, investigate problems, find resolutions, and ensure customer satisfaction.
* Understand business and KBS requirements to adapt to changing needs and escalate issues when necessary.
* Contribute to the knowledge base with current procedures, rules, and policies.
* Assist colleagues by sharing knowledge and working through problems to achieve operational excellence.
* Respond to general enquiries from clients, contacts, and suppliers, providing information at all management levels.
* Adhere to the Facilities Health and Safety policy and procedures, setting a personal example.
* Undertake any other duties within the scope of the role.
**Qualifications and Skills:**
* Demonstrated ability to deliver excellent customer service with a customer-centric approach.
* Excellent communication and problem-solving skills across various channels.
* Good knowledge of IT systems and tools.
* Ability to manage tasks effectively, prioritize workload, and maintain attention to detail.
* Flexibility and responsiveness to changing business needs with a proactive, solution-oriented mindset.
At KPMG, we believe in working together as one team to perform better every day, making a positive impact on our people and clients. We are KPMG Business Services (KBS), a cross-functional team of experts across critical activities that help grow, run, and protect our business. We focus on driving efficiency, improving quality, and enhancing our firm's brand and reputation.
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