Helpdesk Coordinator

CBRE; Leeds; On-site; GBP 25,000 - 33,000; Full time

Job summary

CBRE Global Workplace Solutions in Leeds is seeking a Helpdesk Coordinator to provide outstanding customer service and business support, ensuring timely responses to calls and emails and maintaining high service levels across reactive requests.

You will manage the CAFM system as a key user on site, coordinate with the Facilities Team and subcontractors, generate reports, and support monthly client metrics while promoting CBRE culture and continuous improvement.

Qualifications

• Experience with CAFM systems for reactive maintenance work orders.
• Strong communication and customer service skills.
• Ability to prioritise workload and manage multiple requests.

Responsibilities

• Manage CAFM system as on-site key user, including PPM records, reactive requests and reporting.
• Answer calls and emails promptly to support the business.
• Ensure reactive requests have correct priority/engineer assigned and communicate updates to users.

Skills

Customer service

Organisational skills

Communication

Attention to detail

Assertiveness

Tools

CAFM system

Ariba

CBRE Performance Portal

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.

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 Leeds.

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 and operate them to the required standard.

Examples Of These Are

• Obtaining supplier quotes and uploading onto the internal system forclient approval.
• Arranging agency cover & submitting hours on portal.
• Updating the CBREPerformance Portal as and when 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