Helpdesk Administrator

CBRE; City Of London; On-site; GBP 25,000 - 35,000; Full time

Job summary

A leading real estate services provider in London seeks a Helpdesk Coordinator to manage the CAFM system and ensure quality service delivery. You will answer calls, manage requests, and liaise with teams for optimum customer satisfaction. Ideal candidates are organized, detail-oriented, and customer-focused, with a passion for team collaboration.

Qualifications

• Proficient in managing workloads systematically.
• Effective in communication and negotiation.
• Ability to analyze and interpret CAFM-related reports.

Responsibilities

• Manage CAFM system and reporting.
• Answer calls and emails promptly.
• Ensure quality service in reactive requests.
• Liaise with engineering and management.

Skills

Organised

Attention to detail

Customer and team focus

Assertiveness

Persistence

Job description

Overview

Job Title: Helpdesk Coordinator

Location: London, England, United Kingdom

Company: CBRE Global Workplace Solutions

CBRE is a global leader in real estate services. This role supports the delivery of facilities and corporate real estate management services for clients, contributing to the continued growth and success of the business.

Job ID: 239752

Posted: 22-Sep-2025

Service line: GWS Segment

Area of Interest: Administrative

Role type: Full-time

Location: London – England – United Kingdom of Great Britain and Northern Ireland

Responsibilities

• Manage CAFM system as key on-site user, including PPM records, reactives, and reporting.
• Answer calls and emails for the business in a timely fashion.
• Ensure reactive requests raised on the helpdesk have the correct priority and engineer assigned.
• Maintain communication throughout the reactive job life cycle between Facilities Team and end users; where possible apply RFT and close calls over the phone without assignment.
• Liaise with Lead Engineer and Operations Manager to ensure quality of service is maintained.
• Review subcontractor performance and feedback through appropriate systems (e.g., Ariba) with assistance from Contract Support.
• Actively identify and implement innovations to enhance performance and meet client expectations.
• Promote and maintain CBRE culture and contribute to a positive team environment.
• Process timesheets and expenses weekly in the absence of Contract Support.
• Communicate effectively with internal and external customers and build/maintain relationships at all levels.
• Attend and participate in relevant training courses.
• Assist with monthly customer reports and provide comprehensive reports relating to CAFM system.
• Analyse and interpret reports relating to the CAFM system; update client-specific metrics/forecasts as required.
• Log hazards and customer feedback on the QHSE Management Portal.
• Perform any other duties as requested by Contract Management.
• Understand and operate standard procedures and processes (e.g., obtaining supplier quotes, arranging agency cover, submitting hours on portal, updating CBRE Performance Portal).

Person Specification

• Organised — works in a structured way and prioritises workload.
• Logical — works in a clear and consistent manner.
• Attention to detail — thorough with a high degree of accuracy.
• Assertiveness — confident and effective in communicating points of view.
• Persistence — follows through to resolution.
• Customer and team focus — prioritises customer and team needs and considers the impact of actions.

Company Profile

CBRE is the global leader in real estate services and leverages the industry's knowledge base to meet the commercial real estate needs of clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 100,000 employees and operate in 48 countries.

EEO Statement: CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)