Customer Service Help Desk Associate

The Millennium Group is an award-winning business process outsourcing firm focused on print, mail, document scanning, reception, and related office support services. The Facilities Help Desk Associate serves as the primary point of contact for all North America locations, managing daily call and email volume, creating work order tickets, and delivering world-class customer service to employees and field teams.

Responsibilities:

• 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
• Schedule all large, configurable meeting spaces based on employee requirements
• Coordinate with facilities teams to ensure proper setup and timely execution
• 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
• 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

Requirements:

• Customer service experience required
• Strong willingness to work in a high‑volume, phone‑based environment
• 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
• High school diploma or equivalent (GED) preferred
• 1–2 years of help desk experience preferred
• Working knowledge of facilities operations preferred
• Experience with database software is a plus