Job Description

Facilities ServiceDesk Operator
Location: Watford - 4 days per week onsite in Watford with 1 day per week working from home
The KPMG Business Services function is a cornerstone of our UK business. Operating from 20 UK locations and sitting with KPMG Central Services we do work that matters.
Within Central Services we are part of a community of experts across a wide range of critical activities who help grow, run, and protect KPMG in the UK.
From HR and Learning, Finance, Procurement, Facilities and Business Support, through to Risk and Legal, Corporate Affairs, and Sales and Marketing, our approach is focused on driving the improved performance of the firm, which we support with diligence and expertise.
Why Join KPMG as Facilities Servicedesk Operator?
Facilities provides premises and workplace support services including the provision and management of accommodation, catering, vending, mail delivery and collection, records management, reception, hospitality and meeting room support, health and safety compliance and physical security.
This role sits within the Facilities Operations Team. Facilities Operations ensure the effective day to day operational activities of KPMG Offices throughout the UK. We are the first point of contact for Facilities onsite including Servicedesk Operations.
The role reports into the Servicedesk Assistant Manager and demands a highly professional team player, who can engage and network at all levels. The individual should possess excellent communication and problem-solving skills.
The role requires outstanding organisational skills, an adaptable and flexible approach to the needs of the business. You will be an ambassador for Facilities Operations, OEH and KBS.
You will participate in the Operators shift pattern between the hours of 8am to 5.30pm
What will you be doing?
The Facilities Servicedesk Operator will have the following responsibilities:

• To work as part of the Facilities Operations team, with primary responsibilities as a Servicedesk Operator
• Market Facilities Servicedesk and the Operational Excellent Hub by providing a first class service both internally and externally, thereby raising the profile of the function and improving Facilities' impact on the firm's expenditure.
• Manage telephone and e-mail enquiries relating to maintenance, office services and room reservations in a courteous, pleasant and professional manner.
• Using the team knowledge, be proactive in advising colleagues of potential issues with bookings/maintenance.
• Act as ambassadors to support a culture of self service across the business by guiding callers through processes using the ServiceNow booking system. Provide support in troubleshooting and assistance where required with booking locations.
• Raise tasks on Concept Evolution, our Facilities Management software.
• Be aware of any software issues, escalate accordingly and be able to provide a work around to colleagues to ensure business continuity.
• Manage room availability by negotiating room moves/alternative solutions in order to accommodate additional requests and maximize room utilization and enable business accessibility to meeting space, often at short notice whilst demonstrating diplomacy and integrity.
• To improve the KPMG colleague experience, work closely with the Facilities Operations teams across the UK offices. Ensure that the process for each UK office is known and applied during each transaction.
• Working closely with the Facilities Ops teams including maintenance, catering and cleaning teams in order to successfully progress items in order to promote employee engagement through the work environment.
• To develop troubleshooting skills, establishing and investigating problems and finding resolutions, ensuring customer satisfaction.
• To understand the structure and requirements of the business and KBS in order to best understand the changing needs of the business. To escalate to senior team members when challenged or a deeper knowledge is required.
• To contribute to the knowledge base of all current procedures, rules and policies defined by the firm to ensure that the correct advice is provided at all times.
• To provide assistance to help colleagues, sharing knowledge and working through problems and solutions together in order to achieve operational excellence.
• Respond effectively to general enquiries from internal and external clients/contacts and suppliers. Provide information to all management levels.
• Read and understand the requirements of the Facilities Health and Safety policy and the procedures relating to their work. Set a leading personal example.
• Undertake any other duties which may reasonably be deemed to come within the scope of the post.

What will you need to do it?

• Demonstrated ability to deliver excellent customer service and maintain a customer-centric approach in all interactions.
• Excellent communication and problem-solving skills, with an ability to communicate effectively across various channels, including phone, email, and in-person, to support smooth business operations
• Good working knowledge of IT systems and computing tools.
• Proven ability to manage tasks effectively, prioritise workload, and maintain attention to detail.
• Flexible and responsive to changing business needs, with a proactive and solution-oriented mindset.

To discuss this or wider Central Services roles with our recruitment team, all you need to do is apply, create a profile, upload your CV and begin to make your mark with KPMG.
Find out more:
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Skills Required