Helpdesk Coordinator: CAFM, Service Delivery & Insights

CBRE; Leeds; On-site; GBP 26,000 - 35,000; Full time

Job summary

CBRE is seeking a Helpdesk Coordinator to join its Global Workplace Solutions team in Leeds. The role focuses on delivering exceptional customer service, managing CAFM systems, and generating operational reports to support client contracts.

You will work with facilities teams, engineers, and contract support to prioritise reactive requests, maintain accurate records, and contribute to continuous improvement initiatives while upholding CBRE standards and culture.

Qualifications

• Experience using CAFM systems for reactive and preventive maintenance
• Ability to generate and interpret reports
• Strong communication with internal and external customers
• Ability to prioritise and manage multiple tasks

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.
• Review Subcontractor performance and feedback through systems (e.g. Ariba) with assistance from Contract Support.
• Identify/implement innovation across the contract to enhance performance and 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. Examples of these are:
• 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.

Skills

Organised

Logical

Attention to detail

Assertiveness

Persistence

Customer & team focus

Tools

CAFM system

Job description

CBRE is seeking a Helpdesk Coordinator to join its Global Workplace Solutions team in Leeds. The role focuses on delivering exceptional customer service, managing CAFM systems, and generating operational reports to support client contracts.

You will work with facilities teams, engineers, and contract support to prioritise reactive requests, maintain accurate records, and contribute to continuous improvement initiatives while upholding CBRE standards and culture.