Service Desk Assistant

CV-Library • Gillingham, Kent • 13h ago

We are working with a growing building services provider to recruit a proactive and customer-focused Service Desk Assistant for an initial 6-month temporary contract, with a strong opportunity to transition into a permanent position.

This is a great opportunity to join a fast-paced environment where you’ll act as a key point of contact for both internal teams and external clients, ensuring service requests are managed efficiently and professionally.

The Role: You’ll be responsible for handling incoming enquiries via phone and email, logging and managing service requests through a ticketing system, and supporting clients with initial troubleshooting. You’ll liaise closely with engineering and operational teams to ensure issues are resolved within agreed timeframes, while keeping clients updated throughout.

You’ll also play a part in maintaining service records, tracking performance metrics, and supporting ongoing improvements to service desk processes.

Key Responsibilities:

Manage incoming calls and emails, responding to service-related queries
Accurately log and track requests using a ticketing system
Provide first-line support and escalate issues where required
Keep clients informed on progress and expected resolution times
Coordinate with internal teams to ensure timely service delivery
Maintain records and contribute to reporting and performance tracking
Support continuous improvement of service desk operations

About You:

Previous experience in a helpdesk or service desk environment (ideally within facilities, engineering, or building services)
Strong communication skills with a customer-first approach
Able to prioritise and manage multiple tasks in a busy environment
Comfortable using ticketing systems and Microsoft Office tools
Good problem-solving skills with strong attention to detail
A positive, team-oriented attitude and willingness to learn