Helpdesk Coordinator (Makati City)

CBRE Group, Inc.; Asia; On-site; PEN 103,000 - 158,000; Full time

Job summary

CBRE Group, Inc. in Lima, Peru, is seeking a Helpdesk Coordinator to manage facilities and property-related requests, coordinate with tenants, service providers, site teams, and internal departments, and ensure timely resolution.

You will log and track work orders in the CAFM system, maintain records, generate dashboards, monitor SLA performance, and support compliance and reporting. This role emphasizes coordination and documentation rather than hands-on technical work, offering an opportunity

Qualifications

• Experience coordinating helpdesk for facilities or property management.
• Strong documentation and record-keeping skills.
• Ability to generate dashboards and reports.

Responsibilities

• Serve as primary contact for tenant and occupant requests and service tickets.
• Log, assign, monitor, and close work orders in CAFM/helpdesk system.
• Coordinate with engineering, housekeeping, security, property teams for timely resolution.
• Monitor SLA performance and escalate overdue requests.
• Maintain CAFM records including asset information, maintenance schedules, permits, certifications, and service histories.
• Generate operational reports and service performance summaries.
• Coordinate tenant move-ins/outs, permits, and access requests.
• Maintain records and filing systems; track action items.
• Support invoices validation and documentation requirements for payment processing.

Skills

Helpdesk coordination

CAFM administration

Stakeholder coordination

Vendor coordination

Ticketing system

SLA monitoring

Documentation

Reporting

Compliance monitoring

Job description

Role Purpose

The Helpdesk Coordinator is responsible for the administration, coordination, documentation, tracking, and reporting of facilities and property-related activities. The role serves as the central point of contact between tenants, occupants, service providers, site teams, and internal departments to ensure timely resolution of requests, accurate record management, and effective service delivery.

This position focuses on helpdesk management, stakeholder coordination, compliance monitoring, and operational reporting rather than hands‑on technical work.

Key Responsibilities

Helpdesk, Tenant Coordination & CAFM Administration

• Serve as the primary contact for tenant and occupant requests, concerns, and service tickets.
• Log, assign, monitor, and close work orders through the CAFM/helpdesk system.
• Coordinate with Engineering, Housekeeping, Security, Property Management, and other support teams for timely request resolution.
• Monitor SLA performance and elevate overdue or unresolved requests.
• Maintain CAFM records, including asset information, maintenance schedules, permits, certifications, and service histories.
• Generate operational reports, dashboards, and service performance summaries.
• Maintain complete documentation and records of requests, completed works, and customer feedback.
• Coordinate tenant move‑ins, move‑outs, fit‑outs, permits, and access requests as required.

Administrative & Documentation Support

• Maintain and update records, databases, trackers, and filing systems.
• Prepare reports, correspondence, meeting minutes, and operational summaries.
• Consolidate maintenance records, incident reports, compliance documents, and site updates.
• Track action items and ensure timely completion by responsible parties.
• Monitor document validity, including permits, licenses, certifications, and contracts.
• Support invoice validation and documentation requirements for payment processing.

Stakeholder & Vendor Coordination

• Coordinate with tenants, contractors, vendors, service providers, and internal departments on operational requirements.
• Schedule maintenance activities, access arrangements, meetings, and service visits.
• Monitor contractor submissions, work completion, and required documentation.
• Issue notices, advisories, and operational updates to stakeholders.
• Track commitments and follow up on outstanding actions.

Operations & Compliance Support

• Monitor preventive and corrective maintenance schedules and completion status.
• Maintain logs of maintenance activities, incidents, equipment downtime, and operational concerns.
• Support emergency response activities through coordination, communication, and documentation.
• Maintain compliance trackers for permits, licenses, certifications, and statutory requirements.
• Support audits, inspections, safety activities, and closure of corrective actions.
• Ensure proper filing and retention of operational, HSE, and compliance records.