Service Desk Administrator – 24/7 Support

ISS Facility Services UK; Portsmouth; On-site; GBP 21,000 - 26,000; Full time

Job summary

ISS Facility Services UK is seeking a Customer Service Administrator to support a 24/7/365 Service Centre, ensuring Helpdesk services are delivered efficiently and in line with agreed service standards. The successful candidate will maintain high levels of customer satisfaction through accurate management of service requests and effective communication with customers and service partners.

In a fast-paced environment, you will handle inquiries, maintain MyMCS and ID&V systems, and contribute to

Qualifications

• Excellent verbal and written communication skills.
• Strong data entry accuracy and attention to detail.
• Customer-focused approach with experience handling inquiries and complaints.
• Confident and professional telephone manner.
• Ability to work effectively as part of a team.
• Flexibility to adapt to changing requirements.
• Strong organisational and multitasking abilities.
• Good working knowledge of Word and Excel.
• Able to learn new systems and processes quickly.
• Proactive, self-motivated approach to work.
• Familiar with problem-solving techniques.

Responsibilities

• Action Helpdesk requests via telephone, email and online channels.
• Ensure all jobs are processed in line with SLAs and priority times.
• Maintain and update the MyMCS system with accurate information.
• Liaise with site contacts, suppliers and partners for timely completion of work.
• Process client self-service requests and update the ID&V system as required.
• Support the telephony team by handling calls and recording service requests.
• Provide admin support including email management, satisfaction surveys, meeting room reports, courier requests.
• Monitor service performance and escalate complaints when needed.

Skills

Customer focus

Data entry accuracy

Communication

Telephone manner

Team player

Organised multitasking

MS Word

MS Excel

Learn quickly

Problem solving

Tools

MyMCS system

ID&V system

Microsoft Word

Microsoft Excel

Job description

ISS Facility Services UK is seeking a Customer Service Administrator to support a 24/7/365 Service Centre, ensuring Helpdesk services are delivered efficiently and in line with agreed service standards. The successful candidate will maintain high levels of customer satisfaction through accurate management of service requests and effective communication with customers and service partners.

In a fast-paced environment, you will handle inquiries, maintain MyMCS and ID&V systems, and contribute to