Service Desk Advisor

Responsibilities

• 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.
• Action reactive requests from our client base and log all requests on our in-house computer system.
• Liaise with site‑based engineers and field‑based facility managers to action requests as necessary.
• Liaise with sub‑contractors to attend site to repair faults and raise appropriate purchase orders as required.
• Be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
• Be proactive in chasing job closures for client sites and to close down reactive requests that have been completed by internal resources and sub‑contractors.
• Ensure that timeframes are adhered to in relation to service level agreements.
• Re...