Service Desk Advisor — Proactive Support & SLA Focus

Avison Young │ UK; Stoke-on-Trent; On-site; GBP 22,000 - 26,000; Full time

Job summary

Avison Young in the United Kingdom is seeking an experienced help desk/administrative assistant to support facilities team. You will handle calls, emails and coordinate with engineers, site managers, and subcontractors to resolve requests efficiently.

The role emphasizes accuracy, communication, and data entry within the in-house system, with a focus on meeting SLAs and maintaining strong relationships with clients and suppliers.

Qualifications

• Minimum of one year experience in a help desk environment.
• Experience in a customer-focused setting is essential.
• Proficient in Microsoft Office and CAFM systems is desirable.

Responsibilities

• Answer all incoming calls and emails promptly and professionally.
• Process reactive, planned and statutory compliance tasks.
• Liaise with engineers, site managers and sub-contractors to action requests.
• Log requests on the in-house system and raise purchase orders as required.
• Ensure timely completion and adherence to service level agreements.
• Follow up on job closures and update client data as needed.
• Manage workload and meet deadlines while keeping records tidy.
• Provide admin support to the Field Based team of Mobile Facility Managers.
• Promote Avison Young’s professional image with clients and contacts.
• Set up new supplier/contractor accounts and maintain relationships.

Skills

Communication

Organization

Attention to detail

Problem solving

Customer focus

Self-motivation

Teamwork

Phone skills

Tools

CAFM system

Microsoft Office

Job description

Avison Young in the United Kingdom is seeking an experienced help desk/administrative assistant to support facilities team. You will handle calls, emails and coordinate with engineers, site managers, and subcontractors to resolve requests efficiently.

The role emphasizes accuracy, communication, and data entry within the in-house system, with a focus on meeting SLAs and maintaining strong relationships with clients and suppliers.