Helpdesk Advisor

Location: Milton Keynes

Salary: £30,000

Duration: Permanent

Job Summary

I am seeking a proactive, positive, and customer-focused Helpdesk Advisor to join my clients' 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.

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 organisational skills with a keen eye for detail.

Patience and Empathy: Demonstrated ability to remain patient and empathetic when dealing with client issues.

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