Vacancy Title
Service Desk Advisor
Business Unit, Department & Location
GVA Acuity

Overall Purpose of Job


Support the day to day operations of our clients and our mobile Facilities Managers including timely and accurate processing of reactive, planned & statutory compliance tasks and the effective utilisation of our CAFM System.


Main Duties, Responsibilities & Accountabilities


  • Answer all incoming calls from external and internal sources on our clients dedicated phone lines.
  • To receive, process and update requests from our client base, internal personnel and suppliers via telephone, fax, e-mail or web
  • To receive and action reactive requests from our client base and log all requests on our in-house computer system.
  • To liaise with site based engineers and field based facility managers to action requests as necessary.
  • To liaise with sub-contractors to attend site to repair faults and raise appropriate purchase orders as required.
  • To be proactive in ensuring that all requests are completed within a reasonable time frame and that the correct process flow has been adhered to.
  • To close down reactive requests that have been completed by our internal resources and sub-contractors. To ensure that timeframes are adhered to
  • To be proactive in chasing job closures for client sites.
  • To review all data on our in-house computer system and be proactive in ensuring that the data is updated as required.
  • To be responsible for your own suite of clients and ensuring that all operational and financial procedures are adhered to.
  • To carry out administrative tasks involved in setting up new supplier/contractor accounts
  • To promote good relationships with contractor/supplier contacts and site personnel and to project a professional image of Acuity at all times.
  • Provide administrative support to the Field Based team of Mobile Facility Managers.
  • General filing duties (electronic or manual) including the requirement that the filing system be neat and tidy to aid speedy retrieval of any information.
  • Carry out any other duties as requested.


Desired Knowledge, Skills and Experience


  • Working knowledge of Microsoft Office software (Word, Excel and PowerPoint).
  • Excellent verbal and written communication skills.
  • Must be organised and able to multi-task.
  • Able to use time as a valuable resource and manage own time to achieve required outcomes.
  • Ability to work under pressure.


Click here to download the Job Description.