Helpdesk Coordinator

　　Job ID

　　150179

　　Posted

　　09-Jan-2024

　　Role type

　　Full-time

　　Areas of Interest

　　Administrative, Facilities Management

　　Location(s)

　　St Albans - England - United Kingdom of Great Britain and Northern Ireland

　　Helpdesk Coordinator

　　CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Coordinator to join the team. 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.

　　Main 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). Where possible apply RFT and close calls over phone without requirement for assignment

　　Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.

　　Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance 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 customers.

　　Attend and participate in any relevant training courses.

　　Contract:

　　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.

　　Finance:

　　Understand procedures and processes and operate them to the required standard.

　　Examples of these are:

　　1.Obtaining supplier quotes and uploading onto the internal 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. Thinks 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 considers impact of their actions

　　CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)