Service Desk Assistant

Primech Building Services is looking for a detail-oriented and customer-focused Service Desk Assistant to join our dynamic team. In this role, you will be the first point of contact for internal and external clients, providing support and ensuring efficient communication across various service requests.Key Responsibilities:Answer incoming calls and emails, responding to queries and issues related to services provided by the companyLog all service requests in the ticketing system, ensuring accurate and timely documentation of each issueAssist clients in troubleshooting technical problems, providing guidance and escalating issues as necessaryCommunicate effectively with clients to provide updates on service requests and expected resolution timesCoordinate with internal teams to facilitate the resolution of issues and ensure client satisfactionMaintain a knowledge base of common issues and solutions to assist with future queriesTrack service desk performance metrics and generate reports for management as requiredContribute to the continuous improvement of service desk processes and proceduresRequirementsProven experience in a customer service or help desk role, preferably within a facilities management or engineering environmentStrong communication skills, both written and verbal, with a customer-centric attitudeAbility to work effectively under pressure and manage multiple tasks simultaneouslyProficient in using help desk software and ticketing systemsBasic technical troubleshooting skills and a good understanding of IT systemsStrong problem-solving abilities and attention to detailExcellent organizational skills and ability to prioritize requestsExperience with Microsoft Office Suite (particularly Excel and Outlook)A team player with a positive attitude and willingness to learnBenefitsOngoing career development plan, including the opportunity to grow with Primech during its rapid rate of expansionCompany PensionTraining opportunities21 Days Holiday plus Bank HolidaysTeam BuildingOn-site gym