Role Overview
Helpdesk Coordinator – CBRE Global Workplace Solutions
As a Helpdesk Coordinator, you will provide exceptional customer service and business support to contribute to the continued growth and success of the Business.
Responsibilities
* Manage CAFM system as a key user on site, including PPM records, reactives and reporting.
* Answer calls and emails for the business in a timely fashion.
* Ensure all reactive requests raised on the helpdesk have the correct priority and engineer assigned.
* Maintain communication throughout reactive job life between Facilities Team and end users, applying RFT where possible and closing calls over the phone without assignment.
* Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.
* Review subcontractor performance and provide feedback through appropriate systems (e.g., Ariba) with assistance from Contract Support.
* Identify and implement innovation across the contract to enhance performance and meet client expectations.
* Promote and maintain CBRE culture.
* Collate and process timesheets and expenses weekly in the absence of Contract Support.
* Communicate effectively and build/maintain relationships at all levels with internal and external customers.
* Attend and participate in relevant training courses.
* Assist with the monthly customer report alongside Contract Support.
* Provide comprehensive reports for all jobs raised through the CAFM system.
* Analyze and comprehend reports relating to the CAFM system.
* Update client‑specific metrics/forecasting models monthly in the absence of Contract Support.
* Log hazards and customer feedback on the QHSE Management Portal.
* Perform any other duties or responsibilities requested by the CM or Management Team.
* Obtain supplier quotes and upload them onto the internal system for client approval.
* Arrange agency cover and submit hours on the portal.
* Update the CBRE Performance Portal as required.
Qualifications
* Organised – works in a structured way and prioritises workload ahead of time.
* Logical – works in a clear and consistent manner.
* Attention to detail – thorough in carrying out tasks with a high degree of accuracy.
* Assertiveness – confident and effective in communicating points of view to others.
* Persistence – follows through to resolution.
* Customer and team focus – puts customer and team needs first and considers the impact of actions.
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