Helpdesk Advisor

CBRE Local UK; Leeds; On-site; GBP 23,000 - 29,000; Full time

Job summary

CBRE Local UK is seeking a Helpdesk Coordinator to join the Leeds team. The role focuses on managing CAFM as the on-site key user, handling reactive requests, and ensuring correct priority and assignment.

Daily liaison with the Facilities Team supports service delivery and client satisfaction. The candidate will maintain communications with end users, assist in subcontractor performance review, and contribute to monthly client reporting and metrics.

Qualifications

• Organised with structured approach to workload prioritisation.
• Clear and systematic thinking to manage tasks.
• High attention to detail and accuracy in all activities.
• Confident and effective in presenting points of view to others.
• Persistent in following through to resolution of issues.
• Customer and team focus, prioritising client needs and teamwork.

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.
• Maintain communication throughout reactive job life between Facilities Team and end user(s).
• Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.
• Review Subcontractor performance and feedback with assistance from Contract Support.
• Identify/implement innovation to enhance contract performance.
• Collate and process timesheets and expenses weekly in absence of Contract Support.
• Communicate effectively and build relationships with internal and external customers.
• Attend relevant training courses and participate in monthly customer report preparation.

Skills

Organised

Logical

Attention to detail

Assertiveness

Persistence

Customer focus

Job description

Helpdesk Coordinator

Location: Leeds

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 Leeds.

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.
• 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.
• 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.
• Understand procedures and processes and operate them to the required standard.
• Obtaining supplier quotes and uploading onto the internal system for client approval.
• Arranging agency cover & submitting hours on portal.
• Updating the CBRE Performance Portal as and when required.

Qualifications & Experience

• Organised – Works in a structured way. Thinks ahead to prioritise workload.
• Logical – Works in a clear and consistent manner.
• Attention to detail – Thorough in carrying out a task, with a high degree of accuracy.
• Assertiveness – Confident, effective in putting across point of view to others.
• Persistence – Follows through to resolution.
• Customer and team focus – Puts customer and team needs first; always considers impact of their actions.