service desk analyst Bordon, England
Job description
SERVICE DESK CO-ORDINATOR
IPM Facilities is an established, rapidly expanding, dynamic Facilities company and we now seek a brilliant and dynamic new addition to our Service Desk team, based at our head office in Bordon, Hants. GU35 0AX.
As well as maintenance contracts, we provide a 24/7 response to any issues arising at our customer’s properties. We have a strong helpdesk team that works closely with our operations managers, service partners and suppliers to offer the highest standard of service to our customers.
Roles & Responsibilities
- Communicate effectively and build/maintain relationships at all levels with customers.
- Prepare and issue predefined reports, which form part of the contract and customer’s requirements both operational and financial.
- To liaise with our customers on all aspects of the business; to ensure customer satisfaction and a high quality of service and compliance are always maintained.
- Logging calls and emails received from our customers, monitoring through to completion, and updating records using our company CRM.
- Build and maintain strong relationships with IPM’s operational management, service partners and suppliers.
- Produce quotations/reports for approval by the operations managers.
- Organise work and time efficiently, and to work supportively within the team.
- Adhere to the service level agreements both for our customers and internally, this will be monitored through key performance indicators.
Skill Set
- At least 1 year of working within a Customer Service role.
- An understanding of the facilities industry.
- Showcase excellent customer service.
- Able to work in a fast-paced environment.
- Work well under pressure.
- Excellent communication skills at all levels.
- Prioritise workload.
- Good organisational skills.
- Able to follow structured procedures and processes.
- A great team player.
- A flexible and adaptable approach.
- Resilient and driven.
- Strong IT skills including Microsoft Office, helpdesk, and CRM systems.
- Excellent telephone manner, with strong communication and interpersonal skills.
The successful applicant will be working alongside a pool of four helpdesk operatives in a friendly office environment working 9am – 5pm Monday to Friday.
In return for your dedication and hard work we offer a good package which includes:
- 23 days holiday per annum, plus 8 bank holidays (pro rata, contractual)
- 4 extra wellness days per year (After Probation)
- Company bonus scheme (After Probation)
- Auto Enrolment Pension
- Life Assurance Policy
Job Types: Full-time, Permanent
Salary: From £25,000.00 per year
Benefits:
- Company pension
- Free parking
- Health & wellbeing programme
Schedule:
- 8 hour shift
- Monday to Friday
- No weekends
Supplemental pay types:
- Bonus scheme
Work Location: In person
