Technical Support Specialist for Facilities

4 days ago


Livingston, West Lothian, United Kingdom Simply Solutions (Europe) Ltd Full time
Job Overview
As a Technical Support Specialist for Facilities at Simply Solutions (Europe) Ltd, you will be part of a vibrant team providing first-line support for technical, building management, and facilities services. The role is ideal for someone with proven experience in customer service and a similar facility help desk role, who is naturally IT savvy and looking for a new challenge.

In this dynamic position, you will work closely with the Help Desk Administrator team to deliver excellent customer service, ensuring timely resolution of issues from initial log through to final resolution. You will have excellent communication skills, both written and verbal, and good knowledge of Microsoft platforms and software. Your ability to work on your own initiative and as part of a team will be essential in this fast-paced and busy Help Desk role.

Duties and Responsibilities
• Respond to incoming telephone calls and accurately process enquiries, resolving concerns where possible or distributing call back requests to the relevant department with key information
• Log helpdesk queries 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
• Update Clients on progress of works
• 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
• Perform other ad-hoc duties as required

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

Salary and Benefits
The salary for this role is £25,000-£35,000 per annum, negotiable depending on experience, based in West Lothian. We offer great opportunities for hard workers that are keen to build their career long-term and progress.

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