Service Desk Assistant

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

Job summary

A facilities management company in Gillingham seeks a detail-oriented Service Desk Assistant. In this role, you will provide first-contact support and ensure efficient communication for service requests. Ideal candidates will have experience in customer service, strong problem-solving skills, and proficiency in help desk software. This position offers a career development plan and various benefits including training opportunities and a company pension.

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.
• Strong communication skills, both written and verbal.
• Ability to manage multiple tasks under pressure.
• Familiarity with IT systems and troubleshooting.

Responsibilities

• Answer incoming calls and emails, responding to queries.
• Log all service requests in the ticketing system.
• Assist clients in troubleshooting technical problems.
• Communicate updates on service requests to clients.
• Coordinate with internal teams for issue resolution.
• Maintain a knowledge base for common issues.
• Track performance metrics and generate reports.
• Contribute to service desk process improvements.

Skills

Customer service experience

Communication skills

Problem-solving abilities

Technical troubleshooting skills

Organizational skills

Proficiency in Microsoft Office

Tools

Help desk software

Ticketing systems

Job description

Overview

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.

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

Requirements

• 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