Service desk advisor – shift

Domain: Support Services/Customer Services and Administration Contract type: Permanent Schedule: Hidden (30471) EQUANS is looking for a Service Desk Advisor to join our team based in Queen Elizabeth Olympic Park, Stratford on a permanent basis. This is a full time role working a shift pattern (48 hours per week) per week. On offer is a salary of £27,000 per annum and benefits package. Please note before applying: This is not an IT based role, this an FM role. This is an FM Contract Support role. You need to always be prepared, responsive and willing to meet each challenge directly. You will need to be comfortable with computers and general office tasks and excel at both verbal and written communication. This is a fast-paced environment, so it is essential you are self-motivated, a problem solver, adaptable, have excellent time management with a willingness to learn and can work on your own or as part of a team. You should be professional, polite, with great attention to detail. Your duties will include logging, responding, planning, and organising the full life cycle of all facilities management work, from customer enquiry to job completion. This includes carrying out day to day admin tasks, chasing documents and answering calls and emails. You will be required to schedule in engineers, deal with call outs, answering calls and emails. Your keen attention to detail and organisation will be essential in carrying out all processes effectively to ensure KPIs SLA’s are met. You will play a crucial part in optimising workflows and supporting the successful execution of the contract’s administrative elements. Also note: Due to Security Clearance required, candidates must have lived in the UK for at least 3 years consecutively before applying. Shift Pattern 4 on, 4 off – example 8am – 8pm (2 days) 8pm – 8am (2 days) then 4 days off. What will you deliver? First point of contact for incoming telephone calls and services requests received by telephone and email Interpret and log requests, inputting details into an in-house system, provide tracking and regular updates to the status of the request through to work completion status in line with Service Level Agreements (SLAs) Sort and dispatch calls to engineers or sub-contractors based on the correct skills set, geographical location and service delivery arrangements Manage workload – replanning/reassigning – as required in line with demand Plan daily workload for engineers and sub-contractors using available systems Raise Purchase Requisitions/Orders in line with agreed parameters Collate accurate status reports as required Prioritise urgent jobs and plan and dispatch operative/sub-contract support to address urgent demand Escalate any complaints as required and support continuous improvement activity to reduce levels of customer complaints Analysis of job history/running reports to avoid duplication Ensure adherence to agreed escalation processes to highlight issues affecting performance or work order completion Identify, discuss, document and implement any required and agreed process changes Other Ad-hoc administration duties as required. What can we offer you? On offer is a salary of £27,000 per annum and benefits package, which includes; 24 days annual leave (+ public holidays) Life Cover equivalent to 1 times annual salary Employee discount shopping schemes on major brands and retailers Gym membership discounts Cycle to work scheme Holiday purchase scheme 2 corporate social responsibility days per year Broad range of learning opportunities, such as professional qualifications, collective/individual training, and personalized support programmes Attractive Employee Referral Rewards Scheme Access to our growing employee networks including WiE (Women in EQUANS), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Persons Network) and our Disability Network 24/7 Employee Assistance Program and access to mental wellbeing app Who are we looking for? The successful candidate will have a proven track record in Facilities Management within an administration/helpdesk role and a strong CAFM system knowledge GCSE’s or equivalent – Grade C in English and Maths Understanding of FM business or the willingness to learn Good planning and organisation skills and the ability to prioritise own workload efficiently Excellent telephone manner Excellent admin skills Proven ability to use your own initiative High level of attention to detail The ability to work to changing deadlines Working knowledge of MS Office including Excel and Outlook Experience in using Maximo or similar application. This role includes Government Level Clearance check therefore ability to pass is essential. Who are we? EQUANS is a world leader in energy services with nearly 100,000 employees working in more than 50 countries, with an annual turnover of over 17 billion euros. In the UK Ireland, EQUANS is a provider of technical, FM, regeneration and energy services – with specialist capabilities in smart buildings, green mobility, district embedded energy and decentralised renewables. EQUANS’ 13,500 UK Ireland employees combine these activities to help businesses, public sector organisations and government to embrace the energy transition towards net zero, and also the digital industrial transitions that are redesigning the way we move, work and live. EQUANS is a Bouygues group company. What’s next? If this role is of interest to you, please click below to register, apply, and track your progress! A member of our Resourcing Team will review your application and be in touch. At Equans we’re committed to delivering a culture where everyone’s voice is heard and supported. We know the value a diverse workforce creates, delivering better results for our people, customers, and stakeholders. Diversity and inclusion is at the core of what we do, should you join Equans you’ll find a welcoming and open workplace where you’re supported and encouraged to be your true self at work. You’ll also have access to our growing employee networks including WiE (Women in Equans), RISE (BAME), LGBTQI+, Working Parents, YPN (Young Professionals Network) and our Disability Network. For this role, you must have evidence of the right to work in the UK. Unfortunately, we are not able to offer a re-location package with this job role. Certain roles may require applicants to undergo a Disclosure check, as noted in the role requirements. The EQUANS Resourcing Team supports this job advert. Agency involvement is not required. All related enquiries must come to the resourcing team not direct to EQUANS Managers. Code: CUSENG Job location: Stratford Greater London United Kingdom