2nd Tier Service Desk Analyst, Facilities Management (CAFM)

About the role

This is a specialist role, working as a member of the Service Desk team providing technical support for
Idox, serving national and international clients for our front-end computer aided facilities management
application (CAFM). It is an ideal opportunity for someone with real facilities management experience, a
passion for customer service and an interest and aptitude for software, operational improvement and
problem solving.
As a Service Desk Analyst for CAFM, you’ll be providing high quality advice and service excellence, to
assure a first class service for our customers. To do this, you’ll need to take full ownership of support
requests, fully investigating and effectively progressing the call to the point of satisfactory resolution and
keeping all parties up to date on progress. You’ll also ensure that all call records are accurately logged
and fully completed with adherence to declared operational processes and procedures.
An important part of the work is knowledge transfer, creating and updating on-line product help
features, technical and user guides, email templates and knowledge repositories. You will also be
encouraged to assist in testing new product releases and updates, and in upholding our compliance
schedules and rigour.
If you have a genuine interest in evolving best practises in Facilities Management and understand how
well-designed software plays a part in this, please apply. Idox will provide career development, software
training and an organisation where professionalism and work / life balance are valued equally.