Facilities Helpdesk Analyst

About the job Facilities Helpdesk Analyst Permanent Remote / Home based We are looking for a Facilities Service Desk Analyst to join our friendly and dynamic team here at Waterstones. This is a home-based role with occasional travel to our Birmingham office. You will be working in a small team and providing a high-quality service to our 350+ stores across the UK and Europe, liaise with internal departments including the maintenance team. You will also need to liaise with external account managers, contracts managers, technical managers and engineers. The role will be remotely based reporting into the FM ServiceDesk Supervisor What you will be doing

• Taking inbound calls from our Bookshop teams and logging details of the issue.
• Liaising with your Supervisor and allocated Area Managers to prioritise works.
• Reporting on PPM and reactive breakdowns measured against SLA's and KPI's
• Coordinating quoted works and raising purchase orders
• Managing escalations in an appropriate and timely manner What we need from you
• Experience working on a service desk and taking inbound calls.
• Experience working for a service & maintenance contractor within building services/ HVAC service/ maintenance / FM
• A qualification in reporting and/or Health & Safety would be an advantage Person Profile
• Excellent verbal and written communication skills
• Process Driven
• Common Sense
• Ability to prioritise and assess what should take priority Why work for Waterstones At Waterstones, everything we do is about our customers, and we work hard to provide them with the best possible shopping experience, one that will make them want to visit time and time again. We strive to consistently deliver fantastic customer service, whether recommending a book or a gift, keeping our shops beautifully stocked, helping in our lovely Café W's, or keeping the wheels turning efficiently behind the scenes. Working with us, you will get to use your expertise and enthusiasm to bring to our customers the irreplaceable pleasures of a good bookshop (including a virtual one). In return, you will be working in a role that can make a real difference to Waterstones, work in a friendly and dynamic team and get to benefit from our excellent discount in shops and waterstones.com. Waterstones is committed to encouraging equity, diversity and inclusion in the workplace, and is dedicated toward eliminating unlawful discrimination. Our aim is to be truly representative of all sections of society and our customers, and for each employee to feel fully respected and to be able to give their best.

At Waterstones, we are committed to creating a workplace that is fair and inclusive to people from all backgrounds, perspectives and experiences, and we strive to promote an inclusive work culture. We are working hard to ensure our recruitment processes are free from bias, and our aim is to be truly representative of all sections of society and our customers, and for each employee to feel fully respected and able to give their best. Reasonable Adjustments