Facilities CSR Help Desk Associate

Job Description

Job Description

Now is a great time to join our growing company! The Millennium Group (TMG) is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services for Fortune 500 companies, professional service firms, and institutions of higher education. TMG is looking for highly motivated, enthusiastic team players interested in a career rather than just a job. With a team of over 1,500 nationwide associates, TMG is seeking an individual who can uniquely contribute to our 30+ years of success in the industry.

Summary: The Facilities Help Desk Associate serves as the primary point of contact for all North America locations, responding to employee phone calls and emails and creating work order tickets as needed. This role manages daily call and email volume, dispatches work through the ServiceNow/PayPal ticketing system, schedules large configurable meeting spaces, and provides timely, accurate support to employees and field teams. The associate delivers world‑class customer service, ensures adherence to service standards, and supports reporting, follow‑up, and operational coordination across the facilities organization.

Help Desk & Ticket Management

• Respond to phone calls and emails from employees across all North America client locations.

• Create, dispatch, and manage work order tickets using the ServiceNow PayPal ticketing system.

• Follow up daily via phone on meeting setup requests and overdue work tickets.

• Process and release scheduled preventive maintenance (PM) work orders at the start of each month.

• Provide help desk data for monthly reporting and assist with ticket analysis.

• Ensure all emails are responded to within two hours during core business hours.

• Maintain accurate logs, records, and activity documentation.

Meeting Space Scheduling

• Schedule all large, configurable meeting spaces based on employee requirements.

• Coordinate with facilities teams to ensure proper setup and timely execution.

Operational Support

• Deliver reports to the Engineering team for assignment and reassign work orders as needed.

• Maintain daily communication with field facilities teams to support ticket closure and operational needs.

• Pull and analyze ticket reports using ServiceNow to identify trends and support continuous improvement.

• Ensure all procedures and service standards are followed consistently.

• Complete ongoing training to stay current on products, services, and policy updates.

• Perform other duties as assigned.

Customer Service

• Provide world‑class customer service and build strong customer satisfaction and loyalty.

• Strive for one‑call resolution and deliver timely, effective solutions.

• Maintain a positive, professional, and cooperative tone with customers and coworkers.

• High school diploma or equivalent (GED) preferred.

• Customer service experience required.

• 1–2 years of help desk experience preferred.

• Strong willingness to work in a high‑volume, phone‑based environment.

• Working knowledge of facilities operations preferred.

• Experience with database software is a plus.

• Excellent verbal and written communication skills.

• Proficiency with Windows and Microsoft Office (Word, Excel, Outlook, Teams).

• Strong competency in Outlook calendaring.

• Keyboarding proficiency and comfort using automated systems.

• Strong problem‑solving skills and ability to make quick, sound decisions.

• Ability to thrive in a fast‑paced environment and manage multiple tasks simultaneously.

• Professional, courteous, friendly, and empathetic interpersonal style.

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