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.
• Proactively ensure that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
• Proactively chase job closures for client sites and close down reactive requests that have been completed by our internal resources and sub‑contractors.
• Ensure that time frames are adhered to in relation to service level agreements.
• Review all data on our in‑house computer system and proactively update the data as required.
• Be responsible for own suite of clients and ensure that all operational and financial procedures are adhered to.
• Carry out administrative tasks involved in setting up new supplier/contractor accounts.
• Promote good relationships with contractor/supplier contacts and site personnel, and project a professional image of Avison Young at all times.
• Provide administrative support to the Field Based team of Mobile Facility Managers.
• Manage own workload whilst meeting deadlines.
• Perform general filing duties (electronic or manual) and keep the filing system neat and tidy to aid speedy retrieval of any information.

• Proficient in Microsoft Office Information Technology software (Word, Excel and PowerPoint) is essential.
• Previous experience of using a CAFM system is desirable.

• Exceptional verbal and written communication skills.
• Organised and able to multi‑task.
• Accuracy, flexibility and ability to problem‑solve.
• Focused on delivering high‑quality service with a keen eye for detail.
• Customer focused and able to demonstrate empathy.
• Self‑motivated, thrive under pressure with strong computer literacy.
• Effective team member with a supportive and collaborative approach.
• Strong telephone communication skills.

• Minimum of one year experience working in a help desk environment is desirable.
• Working experience in a customer‑focused setting is essential.

Avison Young is an equal opportunity employer and is committed to treating all its employees and job applicants equitably. This includes implementing deliberate strategies that advance under‑represented communities in commercial real estate careers. As a Disability Confident Employer, Avison Young is committed to removing any obstacles to inclusion. If you need any adjustments to support your application or recruitment process, please contact