Helpdesk Manager
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Manager to join the team located in Newport, Wales.
Role Summary
* Responsible for the management, performance and delegation of activities to the team Helpdesk Advisors within your business unit.
* Ensure the Helpdesk Advisor Team understand the Life Cycle of a Work Order and facilitate a smooth handover of work orders to the operational team.
* Understand Training Needs Analysis of the Helpdesk Advisors to ensure that all team members have access to / received required training, relevant to the needs of the individual, team and business.
* Evaluate, review and implement continuous improvement process changes.
* Competent in coaching and mentoring of a small team of Helpdesk Advisors and managing performance of the team including but not limited to writing and delivering monthly one-to-one meeting with team members.
* Support the Management Team on training and roll‑out of any agreed processes, and incorporate any changes necessary in your duties, methods, working hours and procedures.
* To achieve a high degree of customer and supplier satisfaction, apply logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
* Establish and maintain excellent customer relationships and develop confidence in our systems and processes.
* Ensure compliance with all CBRE policies, procedures and directives.
* Proactively act in a manner that supports a healthy and safe work environment through effective management of incidents and hazards.
Experience Required
* A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.
* Higher educational qualifications to ‘A’ level/HNC/D or degree would be beneficial or equivalent.
* Experience working within a Facilities environment.
* Committed to service delivery excellence.
* Confidential and discrete approach.
* Calm manner and able to work under pressure dealing with conflicting priorities.
* Self‑motivated and systematic.
* Results/task orientated.
* Attention to detail and accuracy.
* Excellent time management and organisational skills.
* Commitment to continuous improvement.
* Ability to work as part of team and individually.
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