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For Companies At a Glance
- Tasks: Provide top-notch support to our stores and manage service requests efficiently.
- Company: Join the friendly team at Waterstones, a beloved book retailer.
- Benefits: Enjoy a great discount, remote work, and a dynamic team environment.
- Why this job: Make a real impact in a role that supports our passion for books.
- Qualifications: Experience in service desk roles and strong communication skills required.
- Other info: Opportunity for growth in a vibrant and supportive workplace.
The predicted salary is between 30000 - 42000 £ per year.
Facilities Service Desk Analyst
Permanent
Remote / Home based
We are looking for a Facilities Service Desk Analyst to join our friendly and dynamic team here at Waterstones. This is a home-based role with occasional travel to our Birmingham office.
You will be working in a small team and providing a high-quality service to our 300+ stores across the UK and Europe, liaise with internal departments including the maintenance team. You will also need to liaise with external account managers, contracts managers, technical managers and engineers. The role will be remotely based reporting into the FM Service Desk Supervisor
What you will be doing
- Taking inbound calls from our Bookshop teams and logging details of the issue.
- Liaising with your Supervisor and allocated Area Managers to prioritise works.
- Reporting on PPM and reactive breakdowns measured against SLA’s and KPI’s
- Coordinating quoted works and raising purchase orders
- Managing escalations in an appropriate and timely manner
What we need from you
- Experience working on a service desk and taking inbound calls.
- Experience working for a service & maintenance contractor within building services/ HVAC service/ maintenance / FM
- A qualification in reporting and/or Health & Safety would be an advantage
Person Profile
- Excellent verbal and written communication skills
- Process Driven
- Common Sense
- Ability to prioritise and assess what should take priority
Why work for Waterstones
At Waterstones, everything we do is about our customers, and we work hard to provide them with the best possible shopping experience, one that will make them want to visit time and time again. We strive to consistently deliver fantastic customer service, whether recommending a book or a gift, keeping our shops beautifully stocked, helping in our lovely Café W’s, or keeping the wheels turning efficiently behind the scenes. Working with us, you will get to use your expertise and enthusiasm to bring to our customers the irreplaceable pleasures of a good bookshop (including a virtual one).
In return, you will be working in a role that can make a real difference to Waterstones, work in a friendly and dynamic team and get to benefit from our excellent discount in shops and waterstones.com.
If you have the relevant essential experience and you are interested, we would love to hear from you.
Facilities Help Desk Analyst employer: Waterstones
Contact Detail:
Waterstones Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Facilities Help Desk Analyst
✨Tip Number 1
Make sure you know the ins and outs of the Facilities Help Desk role. Brush up on your service desk experience and be ready to chat about how you've handled inbound calls and prioritised tasks in the past. This will show you're not just a good fit, but the perfect fit!
✨Tip Number 2
Practice your communication skills! Since you'll be liaising with various teams and managers, being able to articulate your thoughts clearly is key. Try role-playing common scenarios with a friend or family member to get comfortable.
✨Tip Number 3
Don’t forget to highlight your problem-solving skills during interviews. Think of specific examples where you’ve managed escalations or resolved issues efficiently. This will demonstrate your ability to keep things running smoothly at Waterstones.
✨Tip Number 4
Finally, apply through our website! It’s the best way to ensure your application gets seen by the right people. Plus, it shows you’re genuinely interested in joining our friendly team at Waterstones.
We think you need these skills to ace Facilities Help Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Facilities Help Desk Analyst role. Highlight your experience in service desks and any relevant qualifications, especially in building services or health & safety. We want to see how your skills match what we're looking for!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about this role and how your previous experiences have prepared you for it. Keep it friendly and professional, just like us at Waterstones.
Show Off Your Communication Skills: Since excellent verbal and written communication skills are key for this role, make sure your application reflects that. Use clear language and structure your information well. We love a good communicator!
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it’s super easy and straightforward!
How to prepare for a job interview at Waterstones
✨Know Your Stuff
Before the interview, make sure you brush up on your knowledge of service desk operations and building services. Familiarise yourself with common issues that might arise in a facilities context, especially those related to HVAC systems. This will help you answer questions confidently and show that you're ready to hit the ground running.
✨Show Off Your Communication Skills
Since this role involves liaising with various teams and external managers, practice articulating your thoughts clearly. You might want to prepare examples of how you've effectively communicated in past roles, especially when resolving issues or managing escalations. This will demonstrate your excellent verbal and written communication skills.
✨Prioritisation is Key
Be prepared to discuss how you prioritise tasks, especially when dealing with multiple requests. Think of specific instances where you had to assess urgency and importance, and be ready to share these examples. This will highlight your process-driven mindset and common sense approach.
✨Ask Insightful Questions
At the end of the interview, don’t forget to ask questions! Inquire about the team dynamics, the types of challenges they face, or how success is measured in the role. This shows your genuine interest in the position and helps you gauge if it’s the right fit for you.