Lead Service Desk Coordinator EMEA, Dublin

at  Apleona

• ROLE DESCRIPTIONReporting to the EMEA Service Desk Supervisor, the mission of the Service Desk Coordinator is to be the first connection to employees across Real Estate and Workplace Services. With daily handling of requests through the central ticketing flow (internal ticketing tool), slack and other comms channels, this role supports Workplace Services across 18 countries and 37 offices, with general administration required for the local teams to successfully run sites on the ground. The role requires extensive knowledge to be maintained across multiple sites and countries for accurate and timely solutioning.RESPONSIBILITIES INCLUDE, BUT ARE NOT LIMITED TO:GENERAL TASKS
• Handle all employee requests, submitted through the REWS ticketing tool or alternative channels as per agreed SLAs.
• Triage, prioritize and process tickets across all categories based on cross regionally agreed protocols.
• Collaborating with local WPS teams, solution and clarify special cases, collect office specific information and keep documentation updated
• Proactively maintain document library and keep documented processes updated, including workflow’s, comms templates and office specific information
• Flexibly switch between different applications such as, ticketing system, guest management system and GCal as required to successfully complete the requests
• Correct reporting of errors and escalations to the supervisor or other sources as required
• Build deep tool expertise and a broad knowledge across the EMEA region, supporting the drive for consistency and alignment in documentation, processes, proposed enhancements and efficiencies
• Support in onboarding and training within your field of expertise, as required
• Support regional and local projects and initiativesGENERAL ADMINISTRATION
• Support the maintenance of information structure across the following central platforms:
• Real Estate Portfolio Information (Google Page) including Commuter Guides
• Service Desk Central Team documentation
• Slack Channels, for REWS communication and resources - Broadcast Channels
• Information System (Quip structure):
• Ensuring EMEA guidelines are respected by creating folder structures
• Tracking & Data capturing
• Create new regional documents as required
• Consolidate data and sheets from local to regional documentsREQUIRED SKILLS/EXPERIENCESKILLS/ABILITY
• Fluent in English verbally with strong grammatically correct written English. Any additional European language is a plus.
• Structured/Organised work style
• Good Technical Computer/skills - openness to new tools & technologies
• Good general admin skills
• Team Player
• Reliable, strong sense of ownership and accountability
• Ability to think cross-regional & connect the dots - cross-site/region/EMEA
• Proven prioritization and problem-solving skill-set
• ResourcefulnessTOOLS/EXPERTISE - PREFERABLE EXPERIENCE WITH SOME OF THE BELOW
• Google applications
• REWS Ticketing Tool
• Slack
• Traction
• Relationships across Region and/or with EMEA stakeholdersTASK OVERVIEW GENERAL TASKS
• Initial response - send a first response on all employee tickets via the Salesforce REWS ticketing tool
• Handle Meeting Room Booking & Guest Pre-Registration tickets, end to end
• Reply to WPS related employee requests via the the Regional and Global REWS Help Channels
• Maintain information on the following central platforms:
• Google Pages
• Commuter Guides
• REWS Ticketing System Articles Management
• REWS Portal - Office Level information
• Central Team documentation
• Broadcast Channels
• Information System (Quip structure):
• Ensuring EMEA guidelines are respected by creating folder structures
• Tracking & Data capturing
• Create new regional documents as required
• Consolidate data and sheets from local to regional documentsDAILY OPERATIONS
• Checking virtual Tools (REWS Ticketing & Slack Channels) min. every 2 hours
• Send first response to all employee requests and allocate to local accountable queue (events, catering, mail, facility)
• No action on WPS self logged tickets
• Handle Meeting Room Booking & Guest Pre Registration tickets, end to end
• Add meeting rooms requests to the Local GCal following the EMEA Playbook
• Register external Guests in Traction
• Service Desk tickets have an SLA of 2 hours for first response to be met at all times
• Admin Tasks - as required and on monthly routineWORKING PATTERNMon to Fri - 8:00 to17:00REF:13261
• Location Dublin City
• Reference

Please refer the Job description for details