Service Desk Advisor

Overview

First point of contact handling customer service requests via phone, email, chat, and CAFM system

Key Responsibilities

• compliance processing
• data review
• request logging
• job closure
• purchase orders
• account setup

Tasks

-Manage own workload whilst meeting deadlines. -To be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to. -Accurately process reactive, planned and statutory compliance tasks. -To action reactive requests from our client base and log all requests on our in-house computer system. -To be proactive in chasing job closures for client sites and to close down reactive requests that have been completed by our internal resources and sub-contractors. -and foster a workplace that is supported, inclusive and has a strong sense of community between colleagues. -To review all data on our in-house computer system and be proactive in ensuring that the data is updated as required. -To liaise with site-based engineers and field based facility managers to action requests as necessary. -To be responsible for own suite of clients and ensuring that all operational and financial procedures are adhered to. -General filing duties (electronic or manual) including the requirement that the filing system be neat and tidy to aid speedy retrieval of any information. -To promote good relationships with contractor/supplier contacts and site personnel and to project a professional image of Avison Young at all times. -Answer all incoming calls and email promptly, confidently and professionally in accordance to call handling and quality targets. -To ensure that timeframes are adhered to in relation to service level agreements. -To carry out administrative tasks involved in setting up new supplier/contractor accounts. -Provide administrative support to the Field Based team of Mobile Facility Managers. -To liaise with sub-contractors to attend site to repair faults and raise appropriate purchase orders as required.

Requirements

• microsoft office
• help desk
• cafm
• customer focus
• communication
• problem solving

What You Bring

-Working experience in a customer focused setting is essential. -Proficient in Microsoft Office Information Technology software (Word, Excel and PowerPoint) is essential. -Effective team member with supportive and collaborative approach. -Accuracy, flexibility and ability to problem solve will be necessary in this role. -To be customer focused and ability to demonstrate empathy. -A minimum of one year experience working in a help desk environment is desirable. -Exceptional verbal and written communication skills. -Focused on delivering high-quality service with keen eye for detail. -Be organised and able to multi-task. -Be able to work under pressure. -Previous experience of using a CAFM system is desirable. -Self-motivated, thrive under pressure with strong computer literacy in this role.

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About Avison Young

-Headquartered in Toronto, the firm emphasizes client-first, collaborative service delivery. -Their service offerings span advisory, capital markets, leasing, investment sales, property and project management. -They manage hundreds of millions of square feet under administration across varied property types. -Typical projects include corporate occupier solutions, landlord representation, financing strategies and investment portfolios. -Specialisms include office, retail, industrial, multifamily and hospitality real estate sectors. -They leverage proprietary technology platforms to deliver insights and competitive advantage. -Known for rapid global expansion, they’ve consistently grown via strategic office openings and client-focused innovation. -Despite private ownership, they rank among the fastest-growing commercial real estate firms with a distinctive partnership structure.

Sector Specialisms