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Helpdesk Advisor
3 months ago
Job Description
(Based in Milton Keynes)
BGIS is an innovative new to the facilities management industry company, committed to delivering best in class support services to our clients. We are creating the Gateway, our shared service function in Milton Keynes initially to support a new contract win and then to expand across our existing customer base to become a key differentiator in the market. The right person will be joining not for a job but to start a career, the service is designed to foster exceptional career progression and personal growth, making BGIS an ideal place for ambitious professionals to thrive.
Job Summary
We are seeking a proactive, positive, and customer-focused Helpdesk Advisor to join our new established shared service centre. As a key player in this start-up environment, you will provide first-line support for facilities management issues, recording the calls on a job ticketing system and ensuring high levels of client satisfaction and operational efficiency. You will be tech savvy and be a natural adopter of technology with the ability to be agile and multitask in areas beyond your remit. This role offers significant opportunities for career advancement as our Gateway scales.
Key Responsibilities
* Provide Technical Support: Respond to client inquiries via phone, email, or chat, offering first-line support for facilities management issues.
* Diagnose and Troubleshoot: Identify, diagnose, and resolve issues related to building maintenance, equipment, and services in a timely and efficient manner.
* Documentation: Record accurate records of client interactions, issues, and resolutions in the helpdesk ticketing system.
* Customer Service: Ensure a positive client experience by delivering friendly, courteous, and efficient service. You will be using the telephone to speak to people.
* Escalation: Escalate complex issues to higher-level support teams or specialists when necessary.
* Training and Guidance: Assist clients in understanding and using company services effectively.
* Follow-up: Conduct follow-up activities to ensure client issues are fully resolved and to gather feedback on the support experience.
* Continuous Improvement: Participate in training sessions and stay updated with the latest facilities management trends and support tools.
Qualifications
* Education: High school diploma or equivalent required; associate or bachelor’s degree in Facilities Management, Business Administration, or a related field preferred.
* Experience: Previous experience in a helpdesk, customer service, or facilities management role is highly desirable.
* Technical Skills: Familiarity with facilities management software, basic understanding of building systems and maintenance procedures.
* Soft Skills: Excellent verbal and written communication skills, strong problem-solving abilities, and a customer-centric approach.
* Certifications: Relevant certifications such as Facilities Management Professional (FMP) or similar are a plus.
Personal Attributes
* Positive Attitude: A happy, positive, and can-do character with a desire to help people and solve their problems.
* Team Player: Ability to work effectively in a collaborative, team-oriented start-up environment.
* Adaptability: Willingness to adapt to changing priorities and handle multiple tasks simultaneously.
* Attention to Detail: Strong organizational skills with a keen eye for detail.
* Patience and Empathy: Demonstrated ability to remain patient and empathetic when dealing with client issues.
At BGIS we believe that diversity and inclusion is a key business driver, such that we never lose sight of its importance as it is woven into the fabric of our organisation. We are committed to maintaining a barrier-free recruitment process by providing equal employment opportunities through recruiting and retention of individuals of all backgrounds. We recognise that promoting diversity is an essential component of our continuing pursuit for organisational success
