Service Desk Assistant, Swindon

Workman; Swindon; Hybrid; GBP 21,000 - 28,000; Full time

Benefits offered by this job

Hybrid working

Study support

Discretionary annual bonus and salary

Healthcare

Life insurance & wellness programme

Long service holidays & birthday off

Gym membership

Social events & referral bonus

Job summary

Workman is seeking a Service Desk Assistant to handle a variety of service requests from customers, tenants, and internal teams. You will log calls, respond to inquiries, and liaise with contractors to ensure timely resolutions.

The role emphasises friendly, proactive service, strong communication, and teamwork within a busy service desk environment. Hybrid working with in-office days is offered, plus study support and additional benefits.

Qualifications

• Experience in administrative and customer service roles or related training was provided.
• Ability to prioritise requests and manage multiple tasks in a busy environment.
• Strong communication and professional, proactive approach to service.

Responsibilities

• Log requests from customers, tenants and colleagues into the Service Desk system.
• Answer the Service Desk telephone and emails from the shared inbox.
• Provide updates and coordinate with contractors for resolutions.
• Amend data and follow up tasks, ensuring accuracy on Service Desk platforms.
• Collaborate with the wider team to deliver effective service under contract.

Skills

Customer service

Communication skills

Teamwork

Administrative experience

Tools

Planet

Dwellant

Job description

The Service Desk is an integral part of our property and facilities management service. We provide our customers and tenants with a single point of contact for reporting their service issues.

The Service Desk Assistant will deal with a wide range of requests from customers, tenants and internal colleagues.

Providing excellent customer service, the Service Desk Assistant will log requests, liaise with contractors, provide updates and maintain accurate information on the Service Desk platforms

What matters most in this role:

Providing a friendly and professional service, working efficiently, prioritising customer, tenant and colleague requests, and following calls through to completion.

Our focus is to provide excellent customer service. It is important to be able to prioritise, to identify which requests are urgent and important and deal with those swiftly, while not losing sight of other requests and responsibilities.

Day to day, you’ll:

• You will be working as part of a busy team, dealing with email requests into a shared Inbox and answering the dedicated Service Desk telephone.
• Providing the first point of contact for customer and tenant queries and concerns.
• Handling incoming calls and manage outgoing calls.
• Using Service Desk software platforms Planet and Dwellant to log call requests.
• Liaising with wider team members to ensure the best resolution, consistent with the contract.
• Liaising with relevant contractors in relation to all aspects of Service Desk requirements.
• Responding to queries, amending data and following up tasks.
• Working closely with Service Desk team members and wider Workman colleagues.

What we expect of you:

• A friendly, proactive and positive approach to the role.
• Excellent and professional communication skills, an ability to remain focused, with a strong team working approach.
• Prior experience in an administrative and customer service role, but in house training will be provided.

Our core belief:

• Great Workmanship starts with getting the fundamentals right.
• Even though we're in the property business, we're all about the people.
• Everything we do is built on collaboration, empowerment, autonomy, and integrity – not just words, but how we actually work.

Why Workman?

• Hybrid working to offer you a great work life balance, with a minimum of three days in the office.
• Study support (where applicable)
• Discretionary annual bonus and salary reviews.
• Healthcare, life insurance & wellness programme.
• Long service additional holidays, your birthday off and an extra day between Christmas and New Year.
• Lifestyle benefits to suit you: gym membership, cycle to work, buy and sell holiday to name just a few.
• Social events throughout the year including a firm wide Christmas party!
• Generous referral bonus.

About Workman:

As the UK’s leading independent commercial property management specialist, Workman has an enviable position within the property industry.

We are proud of our longstanding relationships with many of our clients, some of whom we have worked with for more than 25 years. Our clients include leading institutional and sector-specialist investors, private property companies, public sector bodies and a growing number of overseas investors. We pride ourselves on the calibre of our employees and their unique skill sets.

Equal opportunities:

We are an equal opportunities employer, and it is our policy to recruit a diverse workforce and follow the guidelines of the Equality Act 2010.

This job description does not form part of your contract of employment and the duties may be amended from time to time.