Service Desk Agent

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.

Key Skills

• 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/).