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For Companies At a Glance
- Tasks: Provide top-notch support to our stores and manage service requests.
- Company: Join the friendly team at Waterstones, a beloved book retailer.
- Benefits: Enjoy a great discount, remote work, and a dynamic team environment.
- Other info: Opportunity for growth in a vibrant and supportive workplace.
- Why this job: Make a real impact in a role that supports our customers' love for books.
- Qualifications: Experience in service desk roles and strong communication skills are essential.
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
Get to know the company! Before your interview, do a bit of research on Waterstones. Understand their values and what makes them tick. This will help you tailor your answers and show that you're genuinely interested in being part of their team.
✨Tip Number 2
Practice your communication skills! Since this role involves taking inbound calls and liaising with various teams, it’s crucial to demonstrate your excellent verbal skills. Try role-playing with a friend or family member to get comfortable with common scenarios you might face.
✨Tip Number 3
Show off your problem-solving abilities! Think of examples from your past experience where you successfully managed escalations or prioritised tasks. Be ready to share these stories during your interview to highlight your process-driven mindset.
✨Tip Number 4
Apply through our website! We want to see your application come through directly. It shows initiative and gives us a chance to see your enthusiasm for the role right from the start. Plus, it’s super easy to do!
We think you need these skills to ace Facilities Help Desk Analyst
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights your experience in service desks and any relevant qualifications. We want to see how your skills match up with what we’re looking for, so don’t be shy about showcasing your strengths!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you’re the perfect fit for the Facilities Help Desk Analyst role. Share specific examples of your past experiences that relate to the job description.
Show Off Your Communication Skills: Since this role involves liaising with various teams, make sure your written application reflects your excellent verbal and written communication skills. Keep it clear, concise, and professional – we love a good communicator!
Apply Through Our Website: We encourage you to apply directly 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 – just follow the prompts!
How to prepare for a job interview at Waterstones
✨Know Your Stuff
Make sure you brush up on your service desk experience and any relevant building services knowledge. Be ready to discuss specific examples of how you've handled inbound calls and prioritised tasks in the past.
✨Communication is Key
Since this role involves liaising with various teams, practice your verbal and written communication skills. Prepare to demonstrate how you can convey information clearly and effectively, especially when dealing with escalations.
✨Show Your Process-Driven Mindset
Be prepared to talk about how you approach problem-solving and prioritisation. Think of examples where your common sense and process-driven approach made a difference in your previous roles.
✨Familiarise Yourself with Waterstones
Do some research on Waterstones and their customer service ethos. Understanding their values will help you align your answers with what they’re looking for, showing that you’re genuinely interested in being part of their team.