FTC Helpdesk Admin

CBRE Local UK; England; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading global facilities service provider is seeking a Helpdesk Coordinator for their team located in Borehamwood, England. The candidate will manage the CAFM system, ensure timely responses to calls and emails, and maintain effective communication with internal teams and clients. The role requires strong organizational skills to manage priorities and develop innovative solutions to optimize services. Join us to play a key role in enhancing client satisfaction and operational efficiency.

Qualifications

• Proficient in managing and reporting on CAFM systems.
• Strong communication skills are essential for liaising with teams.
• Experience in customer service or helpdesk operations is advantageous.

Responsibilities

• Manage CAFM system as key user including PPM records and reporting.
• Answer calls and emails promptly.
• Ensure proper assignment of reactive requests.
• Maintain communication between Facilities Team and end users.
• Review subcontractor performance with Contract Support assistance.
• Identify and implement innovations to enhance service.

Skills

Managing CAFM system

Effective communication

Customer relationship management

Job description

Company Profile

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title

Helpdesk Coordinator. CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Coordinator to join the team located in Borehamwood.

Responsibilities

• Manage CAFM system as key user on site including PPM records, reactives and reporting.


• Answer calls/email for the business in a timely fashion.


• Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.


• Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone without requirement for assignment.


• Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.


• Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.


• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

People & Development

• Promote and maintain CBRE culture.


• Collate and process timesheets and expenses weekly in absence of Contract Support.


• Communicate effectively and build/maintain relationships at all levels with internal and external customers.


• Attend and participate in any relevant training courses.

Contract

• Alongside Contract Support assist with the monthly customer report.


• Provide comprehensive reports relating to all jobs raised through the CAFM system.


• Analysis and comprehension of reports relating to CAFM system.


• Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.


• Logging hazards & customer feedback on the QHSE Management Portal.


• Perform any other duties or responsibilities as requested by the CM or Management Team.