Service Desk Assistant

Primech Building Services; Gillingham; On-site; GBP 25,000 - 30,000; Full time

Job summary

A dynamic service provider in Gillingham is seeking a detail-oriented Service Desk Assistant to be the first point of contact for clients. Responsibilities include answering queries, logging service requests, and assisting with troubleshooting technical issues. Ideal candidates will have strong communication skills and experience in customer service. Join a team focused on continuous improvement and client satisfaction with excellent career development opportunities.

Benefits

Ongoing career development plan

Company Pension

Training opportunities

21 Days Holiday plus Bank Holidays

Team Building

On‑site gym

Qualifications

• Proven experience in a customer service or help desk role, preferably in facilities management.
• Strong communication skills, both written and verbal.
• Ability to manage multiple tasks effectively.

Responsibilities

• Answer incoming calls and emails, responding to client queries.
• Log service requests accurately in the ticketing system.
• Assist clients in troubleshooting technical problems.

Skills

Customer service

Communication skills

Problem-solving

Technical troubleshooting

Ability to work under pressure

Organizational skills

Help desk software proficiency

Microsoft Office Suite

Job description

Primech Building Services is looking for a detail‑oriented and customer‑focused Service Desk Assistant to join our dynamic team. In this role, you will be the first point of contact for internal and external clients, providing support and ensuring efficient communication across various service requests.

Key Responsibilities

• Answer incoming calls and emails, responding to queries and issues related to services provided by the company.
• Log all service requests in the ticketing system, ensuring accurate and timely documentation of each issue.
• Assist clients in troubleshooting technical problems, providing guidance and escalating issues as necessary.
• Communicate effectively with clients to provide updates on service requests and expected resolution times.
• Coordinate with internal teams to facilitate the resolution of issues and ensure client satisfaction.
• Maintain a knowledge base of common issues and solutions to assist with future queries.
• Track service desk performance metrics and generate reports for management as required.
• Contribute to the continuous improvement of service desk processes and procedures.

Qualifications

• Proven experience in a customer service or help desk role, preferably within a facilities management or engineering environment.
• Strong communication skills, both written and verbal, with a customer‑centric attitude.
• Ability to work effectively under pressure and manage multiple tasks simultaneously.
• Proficient in using help desk software and ticketing systems.
• Basic technical troubleshooting skills and a good understanding of IT systems.
• Strong problem‑solving abilities and attention to detail.
• Excellent organizational skills and ability to prioritize requests.
• Experience with Microsoft Office Suite (particularly Excel and Outlook).
• A team player with a positive attitude and willingness to learn.

Benefits

• Ongoing career development plan, including the opportunity to grow with Primech during its rapid rate of expansion
• Company Pension
• Training opportunities
• 21 Days Holiday plus Bank Holidays
• Team Building
• On‑site gym