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Service Desk Advisor

2 weeks ago

StokeonTrent, Stoke-on-Trent, United Kingdom Avison Young │ UK Full time £25,000 - £35,000 per year

Overview
*Our Story*
Our small Canadian-born business was founded in 1978 and has become a global organization that now spans 120 locations across 20 countries. Our expansion has been rapid, but what matters most is the common belief that drives all 5,000 of our people to be a different type of real estate organization. We believe that the places in which we live, work and play have the power to make us happier and healthier, and we are united by a shared sense of purpose, to have a positive impact on people's lives. In short, we are a global commercial real estate advisory firm with a simple aim: for real estate to play a leading role in creating vibrant buildings, cities and places that deliver long-lasting social value and economic impact.

*Why Work for Us:*
We believe that our industry is changing, and we want our business to be a melting pot of curious minds, passionate hearts and strategic intelligence. Your gender, religion and race are all highly respected, but are less important to us than your ability to step up and change the game. We provide you with a place where you can do just that, with like-minded people. Collaboration is embedded in the way we work – our people have the autonomy to collaborate on client relationships, engage teams across the business, lead operations, work collectively on projects, participate in strategy and are ultimately responsible for our growth. Our distinctive Principal-led, privately-owned model puts us in the enviable position of being able to offer every employee the opportunity to own a share of our business and inspires and allows anyone to become a Principal. This role carries voting rights, so our people have a very real say in the future direction and operation of our business. This means that we are able to attract, engage and retain the best talent from the industry.

Responsibilities
Work as part of a team to provide high quality operational support to enable the effective operation of our customer service desk. Within this fast-paced environment, you will be communicating with Customers via phone, email and chat functionality within the CAFM platform and you'll be required to manage multiple tasks, deadlines and targets whilst maintaining high standards of customer service.

As a Service Desk Administrator, you will act as the first point of contact to our customer and be responsible for creating and updating jobs on our CAFM System, liaising with sub-contractors to schedule work attendance on follow up on jobs undertaken as part of full life cycle of operational support.

You will be able to achieve call handling targets and meet necessary quality markers in maintaining service level agreements and minimise performance penalties for non-adherence to process.

  • Answer all incoming calls and email promptly, confidently and professionally in accordance to call handling and quality targets.
  • Accurately process reactive, planned and statutory compliance tasks.
  • To action reactive requests from our client base and log all requests on our in-house computer system.
  • To liaise with site-based engineers and field based facility managers to action requests as necessary.
  • To liaise with sub-contractors to attend site to repair faults and raise appropriate purchase orders as required.
  • To be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
  • To be proactive in chasing job closures for client sites and to close down reactive requests that have been completed by our internal resources and sub-contractors.
  • To ensure that timeframes are adhered to in relation to service level agreements.
  • To review all data on our in-house computer system and be proactive in ensuring that the data is updated as required.
  • To be responsible for own suite of clients and ensuring that all operational and financial procedures are adhered to.
  • To carry out administrative tasks involved in setting up new supplier/contractor accounts.
  • To promote good relationships with contractor/supplier contacts and site personnel and to project a professional image of Avison Young at all times.
  • Provide administrative support to the Field Based team of Mobile Facility Managers.
  • Manage own workload whilst meeting deadlines.
  • General filing duties (electronic or manual) including the requirement that the filing system be neat and tidy to aid speedy retrieval of any information.

Commitment to continuous service Improvement to improve end to end processes and service levels.

Qualifications
Technical Skills

  • Proficient in Microsoft Office Information Technology software (Word, Excel and PowerPoint) is essential.
  • Previous experience of using a CAFM system is desirable.

Core Skills
It is essential for the right candidate to:

  • Exceptional verbal and written communication skills.
  • Be organised and able to multi-task.
  • Accuracy, flexibility and ability to problem solve will be necessary in this role.
  • Focused on delivering high-quality service with keen eye for detail.
  • To be customer focused and ability to demonstrate empathy.
  • Self-motivated, thrive under pressure with strong computer literacy in this role.
  • Be able to work under pressure.
  • Effective team member with supportive and collaborative approach.

Experience

  • A minimum of one year experience working in a help desk environment is desirable.
  • Working experience in a customer focused setting is essential.

Strong telephone communication skills

Equal Opportunities
At Avison Young, we've always put people at the heart of what we do.

In the last few years, we've increased the diversity at our board, leadership and Principal levels. Avison Young stands out for our commitment to empowering women. In addition to increasing the number of women on our board and in our leadership ranks, our internal Women's Network of more than 500 members come together for networking and learning, and advise the business on strategies for promoting access, opportunity and inclusion in our industry.

Our global DEI steering committee shapes our strategy to continue to increase industry access for underrepresented groups and accelerating initiatives led by our employee resource groups, including our Women's Network, Black Professionals and LGBTQ+ groups. In addition to leading global initiatives, the steering committee's work examines our policies and practices, creating accountability for results and communicating progress to our executive leadership, our clients and our communities.

Our culture is underpinned by our approach to diversity, inclusion, and well-being. We are committed to building an inclusive culture that:

  • empowers all our employees to thrive,
  • reflects all backgrounds and talents,
  • allows individuals to be successful and feel a sense of belonging,
  • and foster a workplace that is supported, inclusive and has a strong sense of community between colleagues.

Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equitably. This includes implementing deliberate strategies that advance underrepresented communities in commercial real estate careers.

As a Disability Confident Employer, we are committed to removing any obstacles to inclusion. If you need any adjustments to support your application or any part of the recruitment process, such as information in alternative formats or special requirements to access our buildings, or you are eligible under the Disability Confident Scheme please contact us at and we will do everything we can to help.

We are committed to inclusion in our hiring processes, and we want to give everyone a chance to show what they can bring to our organisation. If you are not sure that you have all the skills in the person specification, please still apply. We value passion and potential in our employees, so it would be great to hear from you and why you would suit this position.

Some of our roles may be remote and some roles may be specific to our offices, but you will need to confirm you have the right to work in the UK.