Helpdesk Coordinator: CAFM Mastery & Client Support

CBRE Local UK; England; On-site; GBP 21,000 - 31,000; Full time

Job summary

CBRE Global Workplace Solutions is recruiting a Helpdesk Operator to join the team, with a focus on delivering exceptional customer service and business support. As a Helpdesk Coordinator you will manage the CAFM system as a key on-site user, handle calls and emails promptly, and ensure reactive requests are prioritized and assigned correctly.

You will liaise with the Facilities Team and end users to maintain service quality and drive continuous improvement.

Qualifications

• Provide exceptional customer service and business support.
• Manage CAFM system as key on-site user with PPM and reactive work.
• Ability to prioritise reactive requests and assign appropriate engineers.
• Liaise with facilities teams and end users to maintain service quality.

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 users.
• Liaise with Lead Engineer and Ops Manager to ensure quality of service.
• Review Subcontractor performance with Ariba assistance.
• Identify/implement innovation to enhance performance for the contract.
• Collate and process timesheets and expenses weekly in absence of Contract Support.
• Provide comprehensive reports relating to all CAFM jobs.
• Monthly update of Client metrics/Forecasting model in absence of Contract Support.

Skills

Customer service

Organised

Attention to detail

Communication

Teamwork

Time management

Assertiveness

Tools

CAFM system

PPM records

Ariba

Reporting tools

Job description

CBRE Global Workplace Solutions is recruiting a Helpdesk Operator to join the team, with a focus on delivering exceptional customer service and business support. As a Helpdesk Coordinator you will manage the CAFM system as a key on-site user, handle calls and emails promptly, and ensure reactive requests are prioritized and assigned correctly.

You will liaise with the Facilities Team and end users to maintain service quality and drive continuous improvement.