Service Desk Advisor

Avison Young; Stoke-on-Trent; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading real estate advisory firm in the UK seeks a Help Desk Administrator responsible for managing client requests and providing administrative support. The ideal candidate has excellent communication and organisational skills, with experience in a customer-focused environment. Proficiency in Microsoft Office is essential, alongside problem-solving abilities. The role supports a collaborative team, ensuring high-quality service and adherence to operational procedures. Commitment to diversity and inclusion is a key aspect of our workplace culture.

Qualifications

• Minimum of one year’s experience working in a help desk environment is desirable.
• Must have working experience in a customer-focused setting.

Responsibilities

• Answer all incoming calls and email promptly and professionally.
• Liaise with site-based engineers and facility managers to action requests.
• Ensure that all requests are completed within a reasonable time frame.
• Provide administrative support to the Field Based team.

Skills

Exceptional verbal and written communication skills

Proficient in Microsoft Office (Word, Excel, PowerPoint)

Strong telephone communication skills

Organised and able to multi-task

Problem-solving ability

Customer-focused with demonstrated empathy

Tools

CAFM system

Job description

Our Story

Our small Canadian‑born business was founded in 1978 and has become a global organization that now spans 120 locations across 20 countries. We believe that the places in which we live, work and play have the power to make us happier and healthier, and we are united by a shared sense of purpose to have a positive impact on people’s lives. In short, we are a global commercial real estate advisory firm with a simple aim for real estate to play a leading role in creating vibrant buildings, cities and places that deliver long‑lasting social value and economic impact.

Why Work for Us

We believe the industry is changing, and we want our business to be a melting pot of curious minds, passionate hearts and strategic intelligence. Your gender, religion and race are respected, but less important than your ability to step up and change the game. You’ll collaborate in a model that offers autonomy across client relationships, operations, projects and strategy. Our distinctive Principal‑led, privately‑owned structure gives employees the opportunity to own a share of the business and to influence its future direction.

Responsibilities

• Answer all incoming calls and email promptly, confidently and professionally in accordance with call handling and quality targets.
• Accurately process reactive, planned and statutory compliance tasks.
• Action reactive requests from the 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.
• Be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
• Chase job closures for client sites and close down reactive requests that have been completed by internal resources and sub‑contractors.
• Ensure that timeframes are adhered to in relation to service level agreements.
• Review all data on our in‑house computer system and be proactive in ensuring that the data is updated 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 while meeting deadlines.
• General filing duties (electronic or manual) including keeping the filing system neat and tidy to aid speedy retrieval of any information.

Technical Skills

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

Core Skills

• Exceptional verbal and written communication skills.
• Be organised and able to multi‑task.
• Accuracy, flexibility and problem‑solving ability are necessary.
• Focused on delivering high‑quality service with a keen eye for detail.
• Customer‑focused with demonstrated empathy.
• Self‑motivated, thrive under pressure and possess strong computer literacy.
• Effective team member with a supportive and collaborative approach.

Experience

• A minimum of one year’s experience working in a help desk environment is desirable.
• Working experience in a customer‑focused setting is essential.
• Strong telephone communication skills.

DEI & Inclusion

Our culture is underpinned by a commitment to diversity, inclusion and well‑being. We empower all employees to thrive, reflect all backgrounds and talents, allow individuals to be successful and feel a sense of belonging, and foster a workplace that is supported, inclusive and has a strong sense of community between colleagues.

EEO Statement

Avison Young is an equal opportunity employer and is committed to treating all employees and job applicants equitably. This includes implementing deliberate strategies that advance under‑represented communities in commercial real estate careers.

Application Support

As a Disability Confident Employer, we are committed to removing any obstacles to inclusion. If you need any adjustments to support your application or any part of the recruitment process, please contact us at [e-mail].

Considerations

Some of our roles may be remote and some roles may be specific to our offices, but you will need to confirm you have the right to work in the UK.