Job Title: Helpdesk Operative
Location: UCLH Hospitals, London
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Contract Support to join our team in London.
The main feature of this role will be to provide exceptional customer service and ensure effective operation of the site wide helpdesk. To offer support to the CBRE managerial staff on site and provide administrative support to the contract, maintaining concise records and details of CBRE and client information. The role will require close liaison with the engineers, office team, site team and client. Including various ad-hoc duties.
This role will form part of the CBRE UCLH team who provide first line support for all reactive calls reported by the NHS Trust and staff on site. CBRE provide 24/7 service delivery support for the hospitals.
RESPONSIBILITIES
Take full ownership of the helpdesk and PPM management systems ensuring key stakeholders are kept up to date with any outstanding issues (overdue PPM's, issues with completed PPM's, corrective works from PPM, outstanding reactive work orders).
Management and control of all Helpdesk calls/work orders and the day to day running and tracking of all reactive tasks.
Consistently liaise with any/all stakeholders who have on-going problems to resolve these in a timely manner, ensuring an explanation is provided for any delays (i.e. parts on order, out of hours work etc)
Ensuring that the helpdesk system and telephones are always manned.
Answering all calls and emails in a professional and timely manner
Determine the nature, priority of faults based on information provided by the client
Monitoring calls received from the customer through to call completion and updating records
Liaise and keep site teams informed on all aspects of problems, defect and deficiencies.
Raising the correct work orders on the CAFM system, ensuring all information is fully detailed, documented and tracked regularly.
Raise and assign work orders to relevant resources.
Closure of vendors work orders on the CAFM system, ensuring all paperwork is saved and forwarded to site teams and requestors are kept fully updated on progress.
Ensure all works orders are 'closed off' once completed satisfactorily.
Weekly/monthly allocation and closure of PPM tasks on the CAFM system.
Produce daily/weekly/monthly progress reports detailing reasons for tasks complete/outstanding as necessary and as required.
Compiling and entering information required for the client monthly reports. Preparing the figures to ensure the best results are met and achieving the timescales met.
Customer contact (internal and external), which may involve travel to other sites.
Ensuring full auditable trails of all jobs (reactive and PPM).
Managing the supply chain and drive them to attend within required SLA's
Driving the engineering team to attend to all callouts within required SLA's
Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA's.
Contact vendors to obtain dates for upcoming PPMs in line with OP18 dates.
To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance with the contract scope.
Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations.
Promote and maintain CBRE culture.
Effective communication with all levels of internal teams and external customers.
Familiar with daily operations and the specific scope of the contract.
Undertake any ad-hoc duties as instructed by the Helpdesk & Systems Manager, Head of Compliance or Account Director.
PERSON SPECIFICATION
Education
Good basic education to GCSE (or equivalent standard), which will include an English and Maths qualification.
Education to A-Level/HNC standard would be beneficial
Training
Proficient in the use of MS Office applications. Excel skills to include basic functions, v-lookups, etc.
Experience of using Dynamics, Concept, Maximo.
Experience
Experience of a similar customer facing role in a medium-sized business.
Experience of working within an NHS or Healthcare environment would be advantageous.
Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.
Aptitudes
Excellent command of the English language demonstrated through good verbal and written communication.
Must be detail conscious, accurate and methodical in approach.
Strong organizational and communication skills
Able to work systematically and use own initiative.
Able to work on more than one task at any given time.
Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.
Character
Must demonstrate a strong sense of customer focus, and promote a sense of team spirit and good morale within the office.
Reliable, able to complete work within required time frame and manage own deadline requirements.
Calm manner able to work under pressure and against rapidly changing demands and priorities.
Able to work as part of a multi-disciplinary team, providing support to other areas of the business on occasions, as required