Job Description
Job Title: Helpdesk Coordinator\n \nCBRE 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 in St Albans.\n \nAs 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.\n \nQuality\n\nManage CAFM system as key user on site including PPM records, reactives and reporting.\nAnswer calls/email for the business in a timely fashion.\nEnsure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.\nEnsure 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\nLiaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.\nWhere required, review Subcontractor performance and feedback through appropriate systems (e.g.
Ariba) with assistance from Contract Support.\nActively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.\n \nPeople & Development\n\nPromote and maintain CBRE culture.\nCollate and process timesheets and expenses weekly in absence of Contract Support.\nCommunicate effectively and build/maintain relationships at all levels with internal and external customers.\nAttend and participate in any relevant training courses.\n \nContract:\n\nAlongside Contract Support assist with the monthly customer report.\nProvide comprehensive reports relating to all jobs raised through the CAFM system.\nAnalysis and comprehension of reports relating to CAFM system.\nMonthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.\nLogging hazards & customer feedback on the QHSE Management Portal\nPerform any other duties or responsibilities as requested by the CM or Management Team.\n \nFinance:\n\nUnderstand procedures and processes and operate them to the required standard.\nExamples of these are:\n\nObtaining supplier quotes and uploading onto the internal system for client approval.\nArranging agency cover & submitting hours on portal.\nUpdating the CBRE Performance Portal as and when required.\n \nPerson Specification:\n\nOrganised - Works in a structured way. Thinks ahead to prioritise workload\nLogical - Works in a clear and consistent manner\nAttention to detail - Thorough in carrying out a task, with a high degree of accuracy\nAssertiveness - Confident, effective in putting across point of view to others\nPersistence - Follows through to resolution\nCustomer and team focus - Puts customer and team needs first; always considers impact of their actions