Service Desk Advisor 4 on 4 off Shift - 15 Months FTC in Stoke-on-Trent

Our small Canadian‑born business was founded in 1978 and has become a global organization with 120 locations across 20 countries. We believe that the places we live, work and play can make us happier and healthier, and we are united by a shared purpose to have a positive impact on people’s lives. We are a global commercial real estate advisory firm whose aim is to help real estate 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 want our business to be a melting pot of curious minds, passionate hearts and strategic intelligence. Our distinctive Principal‑led, privately‑owned model offers employees the opportunity to own a share of the business and to become a Principal with voting rights. Collaboration is embedded in our way of working, and we provide an environment where you can collaborate on client relationships, lead operations, work collectively on projects, participate in strategy and be responsible for our growth.

Responsibilities

• Answer all incoming calls.
• Process and update requests from our client base, internal personnel and suppliers via telephone, fax, e‑mail or web.
• Accurately process reactive, planned and statutory compliance tasks.
• Action reactive requests from our 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.
• Ensure 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 our internal resources and sub‑contractors.
• Adhere to timeframes in relation to service level agreements.
• Review all data on our in‑house computer system and ensure 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.
• Maintain general filing duties (electronic or manual) with a neat and tidy filing system to aid speedy retrieval of information.
• Carry out any other duties as requested.

Qualifications

Technical Skills

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

Core Skills

• Excellent verbal and written communication skills.
• Organised and able to multi‑task.
• Ability to use time as a valuable resource and manage own time to achieve required outcomes.
• Ability to work under pressure.

Experience

• Minimum of one year experience working in a help desk environment is desirable.
• Experience in a customer‑focused setting is essential.

Equal Opportunities

We are an equal opportunity employer committed to treating all employees and job applicants equitably. We actively promote diversity and inclusion, support women, black professionals, LGBTQ+ groups and other under‑represented groups. As a Disability Confident Employer we are committed to removing obstacles to inclusion and will provide adjustments to support the application and recruitment process as needed.