Job Description

Help Desk Agent (Facilities Management)
Job Summary:
As a Help Desk Agent, you will be the first point of contact for all incoming help desk inquiries related to facilities management services. You will play a critical role in managing service requests, troubleshooting issues, and coordinating with technical teams to ensure timely and effective resolutions. Your dedication to exceptional customer service will be key to maintaining the smooth operation of our clients' facilities and upholding our company's reputation for excellence.
Key Responsibilities:

• Customer Service & Inquiry Management:
• Serve as the primary contact for clients via phone, email, and a ticketing system.
• Provide prompt, courteous, and professional assistance to all customers.
• Log all incoming requests and incidents accurately in the help desk software.
• Set clear expectations with customers regarding response and resolution times.
• Issue Triage & Troubleshooting:
• Perform initial assessment and troubleshooting of reported issues (e.g., HVAC problems, lighting faults, plumbing issues, security concerns, access control).
• Utilize knowledge base articles and standard operating procedures to resolve common issues.
• Escalate complex or specialized problems to the appropriate facilities technicians, vendors, or management teams with detailed notes.
• Ticket & Work Order Management:
• Create, track, and manage work orders from initiation to completion.
• Monitor ticket queues and prioritize tasks based on urgency and impact.
• Follow up with assigned technicians and customers to ensure timely resolution and customer satisfaction.
• Ensure all work orders are properly documented and closed with resolution details.
• Communication & Reporting:
• Provide regular updates to customers on the status of their requests.
• Communicate effectively with internal teams to facilitate problem-solving.
• Assist in generating basic reports on help desk metrics (e.g., ticket volume, first-call resolution, average resolution time).

Required Qualifications & Skills:

• High school diploma or equivalent; Associate's or Bachelor's degree is a plus.
• Proven experience (1-2 years) in a help desk, customer service, or call center role.
• Excellent verbal and written communication skills.
• Strong problem-solving and analytical abilities.
• Ability to handle multiple tasks simultaneously in a fast-paced environment.
• Proficiency with computers and standard software applications (e.g., MS Office Suite).
• Experience with help desk ticketing systems (e.g., ServiceNow, Zendesk, Jira) is preferred.
• Basic understanding of facilities management concepts is a plus, but not required.

What We Offer:

• A competitive salary and benefits package.
• Opportunities for professional growth and development.
• A supportive and collaborative team environment.
• [Mention any other specific perks, like health insurance, 401(k), etc.]

Skills Required