Helpdesk Coordinator

CBRE; Greater London; On-site; GBP 32,000 - 42,000; Full time

Job summary

CBRE Global Workplace Solutions is seeking a Helpdesk Coordinator in London to provide exceptional customer service and on-site support. You will manage the CAFM system as a key user, handling PPM records, reactive requests and reporting while coordinating with the Facilities team and end users.

You will also ensure timely responses, proper prioritisation of tasks, and ongoing collaboration with Lead Engineers and the Ops Manager to maintain service quality and client satisfaction in a

Qualifications

• Experience managing CAFM system as key user on site, including PPM records, reactives and reporting.
• Respond to calls/emails promptly for business continuity.
• Ensure reactive requests have correct priority and engineer assignment.
• Maintain communication between Facilities Team and end users; ensure efficient handoffs.
• Liaise with Lead Engineer and Operations Manager to maintain service quality.
• Identify and implement innovations to improve contract performance and client satisfaction.

Responsibilities

• Manage CAFM system as key user on site including PPM records, reactives and reporting.
• Answer calls/emails 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).
• Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.
• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

Skills

Customer service

Facilities coordination

Communication

Time management

Tools

CAFM system

Ariba

Job description

CompanyProfile

CBRE is theglobal leader in real estate services and leverages the industry's mostpowerful knowledge base to meet the commercial real estate needs of its clientsworldwide. Our vision is to be the preeminent, vertically integrated, globallycapable real estate service firm. Globally we employ over 70,000 employees andoperate in 48 countries.

CompanyProfile

CBRE is theglobal leader in real estate services and leverages the industry's mostpowerful knowledge base to meet the commercial real estate needs of its clientsworldwide. Our vision is to be the preeminent, vertically integrated, globallycapable real estate service firm. Globally we employ over 70,000 employees andoperate in 48 countries.

Job Title: HelpdeskCoordinator

CBRE Global Workplace Solutions is a leading globalprovider of integrated facilities and corporate real estate management. We arerecruiting a Helpdesk Coordinator to join the team located in London.As a Helpdesk Coordinator, you will responsible for providing exceptional customer service and business support in order tocontribute to the continued growth and success of the Business.

Quality

• Manage CAFM system as keyuser on site including PPM records, reactives and reporting.
• Answer calls/email for thebusiness in a timely fashion
• Ensure all Reactiverequests raised on the helpdesk have the correct priority/engineer assigned.
• Ensure communication ismaintained throughout reactive job life between Facilities Team and enduser(s). Where possible apply RFT and close calls over phone withoutrequirement for assignment
• Liaise with Lead Engineerand Ops Manager daily/weekly to ensure quality of service is maintained.
• Where required, reviewSubcontractor performance and feedback through appropriate systems (e.g. Ariba)with assistance from Contract Support.
• Actively identify/implementinnovation across the contract to enhance performance and continue to meetclient expectations.

People & Development

• Promote and maintain CBREculture.
• Collate and processtimesheets and expenses weekly in absence of Contract Support.
• Communicate effectively andbuild/maintain relationships at all levels with internal and external customers.
• Attend and participate inany relevant training courses.

Contract

• Alongside Contract Supportassist with the monthly customer report.
• Provide comprehensivereports relating to all jobs raised through the CAFM system.
• Analysis and comprehensionof reports relating to CAFM system.
• Monthly update of Clientspecific Metrics/Forecasting Model in absence of the Contract Support.
• Logging hazards &customer feedback on the QHSE Management Portal
• Perform any other duties orresponsibilities as requested by the CM or Management Team.

Finance

• Understand procedures and processes andoperate them to the required standard.
• Examples of these are:
• Obtaining supplier quotes and uploading ontothe internal system for client approval.
• Arranging agency cover & submitting hourson portal.
• Updating the CBRE Performance Portal as andwhen required.

Person Specification

• Organised - Works in astructured way. Thinks ahead to prioritise workload
• Logical - Works in a clearand 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 - Followsthrough to resolution
• Customer and team focus -Puts customer and team needs first; always considers impact of their actions