We have a fantastic opportunity for a Service Desk Operator/Coordinator

Main Responsibilities

Handling the switchboard internal/external calls
Booking of meetings, including associated work orders for individual service providers
Creation of tickets for all service providers
Timely coordination of incoming emails and phone calls
Provision of assistance to the employees on finding information related to daily processes
Acting as a bridge between employees and service providers
The FM Service Desk Operators are primarily responsible to acceptance and transfer of incoming external or internal telephone calls, to register and process tickets for FM service requests and to book meeting rooms and services
The Coordinator role for the FM tickets is primarily responsible for the performance management, standardisation and quality of the related service with a focus on identifying opportunities for continuous improvement
Please note that this role is offered on a fixed-term 12 months contract with the potential for a permanent contract thereafter.

Service Desk experience or similar customer-facing experience
Technical know-how
FM knowledge/experience
Coordination skills
Continuous improvement/quality management experience
Very good customer service skills required
Capable of adjusting and integrating into the multi-culture environment of a European organisation
Friendly approach and the ability to handle complex situations is essential
The ideal candidate shall be reliable, punctual, dress in business attire and competent to carry out the services
Alternatively secondary school graduation (preferably high school graduation/Abitur) plus professional education and minimum 3 years of relevant professional experience and in case of existing academic study, 2 years of professional experience
Basic knowledge of Facility Management standards e.g. GEFMA
Good knowledge of Ticket systems or CAFM software e.g.Planon
Good knowledge of Switchboard systems e.g. CISCO
Good knowledge of MS Office (Outlook, Word, Excel)
Very good communication and customer service skills
English and German skills level C1 (according to the "self-assessment grid" available on the Europass web site http://europass.cedefop.europa.eu/).

Service Desk Agent