Helpdesk Coordinator: CAFM & Reactive Support

CBRE Group, Inc.; Greater London; Hybrid; GBP 23,000 - 29,000; Full time

Job summary

CBRE Global Workplace Solutions in Leeds is seeking a Helpdesk Coordinator to provide exceptional customer service and business support, contributing to the growth and success of the contract.

You will manage CAFM records as a key user, handle calls and emails, ensure correct prioritization of reactive requests, and maintain communication between the Facilities Team and end users. The role also involves reporting, metrics, and ongoing process improvements to meet client expectations.

Qualifications

• Experience using CAFM systems as a key user.
• Ability to answer calls and emails promptly.
• Prioritise reactive requests with correct priority and engineer assignment.
• Maintain communication between Facilities Team and end users.
• Review subcontractor performance with assistance from Contract Support.
• Identify and implement service improvements.

Responsibilities

• Manage CAFM records and reporting.
• Handle calls and emails in a timely manner.
• Ensure reactive requests have proper priority and assignment.
• Communicate during reactive job life cycle.
• Liaise with Lead Engineer and Ops Manager.
• Assist with monthly client reports and CAFM-based analytics.
• Update client metrics/forecasting models when needed.

Skills

Customer service

Communication

Organised

Attention to detail

Problem solving

Tools

CAFM system

Ariba

Reporting tools

Job description

CBRE Global Workplace Solutions in Leeds is seeking a Helpdesk Coordinator to provide exceptional customer service and business support, contributing to the growth and success of the contract.

You will manage CAFM records as a key user, handle calls and emails, ensure correct prioritization of reactive requests, and maintain communication between the Facilities Team and end users. The role also involves reporting, metrics, and ongoing process improvements to meet client expectations.