Analyst - Facilities Help desk
Core
Provide 24/7 contact center services for facility management and support operations, handling service requests, inquiries, account management, and complaints for global clients.
Role type
Facilities Help Desk Analyst
Builds
Contact center services for facility management and support operations
Domain
Real Estate / Facility Management
Required skills
Verbal and written English communication, MS Office suite proficiency, Basic to Intermediate Excel skills, Administrative organization, Time management, Customer service, Work order creation, Stakeholder communication, Vendor coordination, Problem resolution, Judgment for escalation, Policy and procedure knowledge, Data integrity maintenance
Preferred skills
Experience supporting Global Region services, Bachelor's degree
Technologies
MS Office suite, Excel
Responsibilities
Handle inbound and outbound calls, emails, chat communications, and ad-hoc facility management requests; Process customer inquiries promptly while ensuring accurate information capture and delivery; Analyze customer needs to identify optimal response strategies that maximize satisfaction; Take full ownership of customer issues from initial contact through complete resolution; Create detailed work orders and monitor progress to completion with clear stakeholder communication; Coordinate with internal teams and external vendors to ensure timely, effective solutions; Build and maintain strong professional relationships with client personnel through proactive communication; Demonstrate commitment to customer satisfaction by taking personal accountability for problem resolution; Exercise sound judgment to determine when issues require escalation to senior staff or specialized teams; Operate within established service level agreements while continuously seeking to exceed expectations; Take initiative to identify potential issues and implement preventive measures before customer impact; Maintain comprehensive understanding of relevant policies, procedures, and compliance requirements; Mentor new team members through structured buddy system programs and knowledge-sharing activities; Contribute to team training initiatives that enhance overall department service delivery performance; Support the Finance Manager in WIP reporting functions including unbilled balances, aging analysis, and reconciliation against the general ledger; Ensure WIP queries from internal teams and clients are coordinated, logged, and resolved within agreed timeframes; Train and support the development of other Finance Coordinators and Finance Administrators; Deputise for Finance Coordinators, Finance Administrators, and on occasions, the Finance Manager; Support the Finance Manager by leading on administration aspects of internal and external audits relating to WIP and billing; Complete WIP data accuracy checks as required by the Finance Manager; Support the billing team with backup documentation, invoice preparation support, and query resolution; Act as Subject Matter Expert for WIP-related customer service processes (Admin and Coordinator related duties only); Provide support, training, and coaching for new employees joining the finance team; Carry out Finance Admin duties as required; Support the Finance Manager in compliance with billing cycle timelines and service level outputs; Support the Finance Manager in compliance with client service level outputs; Support the Finance Manager in compliance with company Quality Assurance procedures; Support the Finance Manager in maintaining data integrity standards within finance systems; Assist other finance teams or functions with WIP-related tasks if requested by the Finance Manager; Continue with self-development to improve service delivery and reduce escalations
Seniority
Individual Contributor, 1+ year tenure required