Helpdesk Operator

CBRE Group, Inc.; Leeds; On-site; GBP 22,000 - 30,000; Full time

Job summary

CBRE Group, Inc. in Leeds is seeking a Helpdesk Coordinator to deliver outstanding customer service and support for the on-site facilities team.

You will manage the CAFM system, prioritise reactive requests, and coordinate with engineers to ensure timely repairs and efficient reporting. Strong communication and organisational skills are essential to succeed in this role at CBRE Global Workplace Solutions.

Qualifications

• Provide exceptional customer service and support to clients and colleagues.
• Maintain and operate the CAFM system as a key on-site user.
• Communicate effectively with the Facilities Team and management.
• Coordinate with engineers and subcontractors to ensure timely work.
• Produce reports and updates for clients and internal teams.

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.
• Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s).
• Liaise with Lead Engineer and Ops Manager to ensure quality of service is maintained.
• Actively identify/implement innovation across the contract to enhance performance.

Skills

Customer service

Organised

Logical thinking

Attention to detail

Assertiveness

Persistence

Customer and team focus

Tools

CAFM system

Job description

Company Profile

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title: Helpdesk Coordinator

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting aHelpdesk 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 to contribute to the continued growth and success of the Business.

Quality

• Manage CAFM system as key user on site including PPM reco rds, reactives and reporting.
• Answer calls/email for the business in a timely fashion
• Ensure all Reactive requests raised on the helpdesk have the correc t priority/engineer assigned.
• Ensure communication is maintained throughout reactive job life between Facilities Team and end user(s). Where possible apply RFT and close calls over phone witho ut requirement for assignment
• Liaise with Lead Engineer and Ops Manager daily/weekly to ensure qual ity of service is maintained.
• Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assi stance from Contract Support.
• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

People & Development

• 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 c ustomers.

Contract:

• Alongside Contract Support assist with the monthly customer report.
• Provide comprehensive reports relating to all jobs ra ised through the CAFM system.
• Analysis and comprehension of rep orts relating to CAFM system.
• Monthly update of Client specific Metrics/Forecasting Model in abs ence 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.

Finance:

• Understand procedures and processes and operate them to the required sta ndard. Examples of these are:
  1. Obtaining supplier quotes and uploading onto the interna l system for client approval.
  2. Arranging agency cover & submitting hours on portal.
• Updating the CBRE Performance Portal as and when required.

Person Specification:

• Organised - Works in a structured way. Think s ahead to prioritise workload
• Logical - Works in a clear and 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 - Follows through to resolution
• Customer and team focus - Puts customer and team needs first; always co nsiders impact of their actions