Service Desk Representative, Full Time (Ref 0039)

Location Central London

Salary £19k - £23k

Service Desk Representative with experience in a customer service focused environment, is required as part of the team that provides a central point for customers & contract teams and is a centre of business intelligence for reporting & understanding growing & changing client needs.
The Service Desk Supports the Facilities Management services, M&E, grounds maintenance, cleaning, catering so experience of FM desirable, but not essential.

Candidates are required to undergo enhanced CRB clearance.
The role:
- Take requests & faults that come in by telephone, email or fax from customers and record them accurately on the service management system.
- Categorise each service according to the contract so that correct response & fix times allocated & the task is passed to the correct staff or supplier for action.
- Build relationships with clients & customers using all methods of communication.
- Pro-actively manage on-site managers, staff and 3rd party suppliers to ensure that each job is completed successfully and closed on time
- Actively communicate with customers so that they are kept informed on progress and closure of requests.
- Take action to escalate a job to more senior staff where problems arise.
Work to constantly improve the operation to include obtaining feedback from customers on performance.
- Take ownership to improve personal performance by:
• Always putting training received into practice;
• Working with the team leader/manager in coaching sessions;
• Working to agreed performance standards.
- Follow the processes defined for the service desk and for each contract.
- Work to described quality standards, including written and call handling standards in terms of both what is said and how it is said.
- Generate system reports on performance for each contract.
- Visit contract sites to obtain operational knowledge to enhance the support that the Service Desk provides.
- Ensure compliance with all Health and Safety, Quality and Environmental legislation and standards
- Undertake any other duties as required by the Service Desk Manager