Customer Service ? Helpdesk Advisor

As a vital member of the Service Desk team at our Facilities Helpdesk, the Service Coordinator will play a crucial role as the central point of contact for customers and operational colleagues in job raising, allocation, and completion.

Job Description

Taking full ownership of each customer request, your responsibility is to swiftly devise optimal solutions. Proficiency in ensuring excellent service delivery, accuracy, and a customer-centric approach is a must.

Working 40 hours per week, Monday to Friday, between 8 am to 5 pm, we offer a competitive salary, along with 25 days of holidays plus all bank holidays, a pension plan, and enticing retail discounted offers. If you are passionate about service excellence and thrive in a dynamic environment, apply now to be a key contributor to our service desk operations.

Key Responsibilities

• Maintain high level of customer service while dealing with Service Desk calls and emails
• Ensure that all customer contacts are dealt with in a confident manner, in line with agreed processes, taking ownership to ensure effective resolution
• Following procedures to identify the best course of action for the customer and company
• Respond to customer requests within specific timescales to meet Service Level Agreements and job priorities
• Deal with telephone queries promptly and in a professional manner
• Advise your Team Leader of any issues with specific jobs, clients or engineers
• Accurately record all actions taken on the systems to ensure a full audit trail
• Monitor job completion and chase resolution to ensure service levels are met
• Record information accurately in the FM Helpdesk system and any other systems required
• Correctly allocate jobs to in-house staff or sub-contractor teams

Professional and Personal Competencies/Qualifications

• Previous Service Desk/Customer Service support experience essential
• Demonstrate a proactive approach to delivering excellent customer service
• Strong team player – cooperative and willing to assist others
• Proficient IT skills including MS Word, MS Excel and comfortable with numerical reasoning
• Engaging communicator demonstrating influencing skills and an ability to adapt approaches to differing audiences
• Well organised, deadline oriented with the ability to multi-task, prioritise and manage competing demands
• Maintains effective work behaviour in the face of setbacks or pressure – remains calm and in control of themselves
• Excellent attention to detail and accuracy.

The Company

ISS is a world-leading workplace and facility management company, connecting people and places to make the world work better. Working with customers day by day, side by side, we understand every aspect of the user experience.

Through a unique combination of intelligent solutions, high standards and people who care, to help our customers achieve their purpose, whether it’s hospitals healing patients, businesses producing the next great innovation, or airports bringing passengers home to their families. ISS is committed to doing business the right way, taking its corporate responsibility very seriously. Our passion is people.

We offer you a challenging and exciting career in an organisation with people at its heart. In ISS, everyone has the opportunity to develop, grow and make a difference. #ISSGreatPeople #ISSTalent #PeopleMakePlace

ISS is proud to be a diverse and inclusive employer.

ISS welcomes all applicants regardless of age, disability, gender identity or gender reassignment, marital or civil partnership status, pregnancy or maternity, race (which includes race, colour, nationality, ethnic or national origin and caste) religion or belief, sex, sexual orientation or educational background

Our passion for inclusivity and diversity makes ISS a more creative, productive and happy place to work.

If you have any further queries regarding this role, please contact the Resourcing Team on (phone number removed)