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The role is ideal for someone with proven experience in a similar customer service role, with an interest in facilities, IT-savvy, and seeking a new challenge. Based in West Lothian, the salary ranges from £25,000 to £27,000 per annum, depending on experience. Core hours are Monday to Friday, 9am-5.30pm.
Role Overview
You will work alongside a vibrant Help Desk Administrator team, providing first-line support for technical, Building Management, and Facilities Services. Experience in customer service and a help desk role in facilities is essential, along with IT proficiency. You will manage issues from initial logging to final resolution, ensuring excellent customer service. Strong spelling and grammar, good knowledge of Microsoft platforms and software, and a pride in your work are required. This fast-paced role demands previous experience to hit the ground running. The company offers opportunities for career development for dedicated individuals.
Duties Include
* Being the first point of contact for incoming calls, accurately processing inquiries, resolving concerns, or directing callbacks with key information.
* Responding to helpdesk queries and logging them correctly in line with client contracts on our management system.
* Following up on queries and coordinating engineer or sub-contractor attendance.
* Liaising with contractors, client representatives, and team members including engineers.
* Ensuring contractors are aware of outstanding issues and resolving them promptly.
* Updating clients on the progress of works.
* Escalating issues where suppliers and engineers do not respond within contract timescales.
* Assisting with producing quotations from engineers or sub-contractors.
* Processing reports for engineers, highlighting working hours and material costs.
* Performing any other ad hoc duties as required.
Skills And Experience Required
* Previous experience in a facilities or commercial FM helpdesk role.
* Help Desk and administrative experience preferred.
* Excellent written and verbal communication skills.
* Customer service experience.
* Good knowledge of Microsoft Office and Teams.
* Ability to work independently and as part of a team.
Additional Information
* Seniority level: Entry level
* Employment type: Full-time
* Job function: Information Technology
* Industries: IT System Training and Support
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