Facilities Helpdesk & Reporting Specialist

CBRE Group, Inc.; Greater London; Hybrid; GBP 26,000 - 36,000; Full time

Job summary

CBRE Group, Inc. in the United Kingdom seeks a Helpdesk and Report Coordinator to manage day-to-day facilities helpdesk operations, answer calls, respond to tickets, and ensure tasks meet agreed timescales.

The role also provides a robust reporting service, turning operational data into actionable insights. You will deputy for the Lead Contract Support when required, participate in meetings, and help drive service levels and accuracy of reports.

Qualifications

• GCSE maths and English or equivalent.
• Strong PC skills: Word, Excel and Outlook (intermediate–advanced).
• Desirable: PowerPoint and CAFM systems.
• Experience in a customer-facing role using CAFM systems.
• Desirable: experience with management information reporting.
• Desirable: financial administration experience.

Responsibilities

• Respond to customer calls and tickets promptly, guiding them through solutions.
• Log and track tickets in the CAFM system and assign to engineers.
• Prepare internal and client-facing performance reports with trend insights.
• Ensure compliance with CBRE and client policies and safety standards.
• Drive SLAs and ensure timely responses and closure of tasks.
• Contribute to a collaborative, inclusive team environment.
• Support the Lead Contract Support during peak periods or absences.
• Maintain training matrices and track certification validity.

Skills

Customer service

Verbal and written communication

Time management

Organisational skills

Teamwork and independent working

Attention to detail

Continuous improvement

MS Office (Word/Excel/Outlook)

Education

GCSE Maths and English or equivalent

Tools

CAFM systems

MS Excel

MS Word

MS Outlook

PowerPoint

Job description

CBRE Group, Inc. in the United Kingdom seeks a Helpdesk and Report Coordinator to manage day-to-day facilities helpdesk operations, answer calls, respond to tickets, and ensure tasks meet agreed timescales.

The role also provides a robust reporting service, turning operational data into actionable insights. You will deputy for the Lead Contract Support when required, participate in meetings, and help drive service levels and accuracy of reports.