Facilities Helpdesk & Contract Support Specialist

CBRE; Greater London; On-site; GBP 24,000 - 34,000; Full time

Job summary

CBRE Global Workplace Solutions (GWS) is seeking a Contract Support & Helpdesk Operative to be the front line for facilities requests, logging and tracking work orders to completion within SLA timescales. The role covers administrative, financial, and compliance tasks to support contract delivery.

You will liaise with engineers, suppliers, and clients, monitor progress, chase any overdue items, and provide regular updates while maintaining accurate records and timely reporting.

Qualifications

• Proven experience in an administrative, helpdesk, or facilities coordination role.
• Confident and professional communicator with the ability to manage multiple stakeholders.
• Strong organisational skills and attention to detail to handle competing priorities.

Responsibilities

• Serve as first point of contact for facilities helpdesk requests by telephone, email, and CAFM/CMMS; log and track jobs.
• Assign reactive and planned work orders to engineers, suppliers, or subcontractors per priority and SLA.
• Monitor progress of open work orders and escalate at-risk or breached SLAs to the Contract Manager.
• Provide regular status updates to occupiers and tenants with professional, courteous service.
• Maintain data integrity of helpdesk records and generate performance reports (daily/weekly/monthly).
• Raise purchase orders, process supplier invoices, and manage contract expenditure records.

Skills

Customer service

Communication

Organisational skills

Attention to detail

Time management

Problem solving

Tools

CAFM/CMMS systems

Microsoft Office (Outlook, Excel, Word)

Power BI (basic)

Job description

CBRE Global Workplace Solutions (GWS) is seeking a Contract Support & Helpdesk Operative to be the front line for facilities requests, logging and tracking work orders to completion within SLA timescales. The role covers administrative, financial, and compliance tasks to support contract delivery.

You will liaise with engineers, suppliers, and clients, monitor progress, chase any overdue items, and provide regular updates while maintaining accurate records and timely reporting.