Helpdesk Customer Services Assistant - Facilities Management

Lincolnshire, England
£18000 - £20000 per annum
28 Sep 2020
26 Oct 2020
JN -092020-1231673
Shannon McMenemy
Job Type
Contract Type
Full Time

I am currently recruiting for a customer services candidate to work on a facilities management help desk in Lincoln for a council. This is a permanent vacancy.

Client Details

This organisation is committed to excellence by providing a first class service in a highly customer focused environment, ensuring that the best possible service is provided at all times to the customer. Highly supportive of the team around you, you will demonstrate strong team working skills and the ability to work with people at all levels.


* Maintain a prompt, efficient and reliable service level to all customers as outlined within the agreed service level agreements.

* Ensure that quality checks on completed work are carried out on a regular basis, thereby ensuring that all work undertaken is of a high standard.

* Utilise relevant information and ensure that company resources are used to ensure optimum efficiency in the Help Desk and guarantee that resource saving initiatives will be adhered to.

* Provide assistance to other departments when working at weekends with administration and other work that may be useful.

* Entering data and processing documentation accurately and in accordance with company procedures to ensure information systems are kept up to date to ensure the team can obtain up to date and accurate information.

* Ensure that the production of typing, photocopying and faxing is accurately presented in a professional style and is in line with company procedures.

Customer Care / Call Management

* Having a degree of knowledge and understanding of the business giving the customer confidence that they are dealing with professional representatives of the company who are able to assist with their queries.

* Proactively using initiative to answer customer faults / queries on the telephone in the first instance to ensure company resources are not wasted on unnecessary service provider visits. Take ownership of problems and ensure they are dealt with to the customer's satisfaction.

* To be helpful, informative and courteous to all customers, in all situations

* To be customer focused and possess excellent listening and communication skills.


* To interact within a team and participate in team briefs, using initiative to generate and put forward good ideas which may benefit the Help Desk.

* To be willing to undertake additional responsibilities in order to help the team meet its objectives

* To liaise with Team Leaders on performance reviews and feedback sessions.

Information Technology

* Understands how they can make optimum use of current IT particularly from an administrative perspective. So ensuring that IT is used to improve the efficiency and effectiveness of the production of work and bring added value to the business.

* Identifies and drives through improvements that make optimum use of IT, encouraging the use of it to share knowledge/best practice/experiences, for example such as the Internet, Intranet, etc.

* Understands the basic Windows packages


We are looking for a candidate local to Lincoln, who ideally has worked on a helpdesk in a facilities management / construction environment before.

Job Offer

Up to £20,000

Full benefits package