Job Title: 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 in St Albans.
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.
Quality
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:
Obtaining supplier quotes and uploading onto the internal system for client approval.
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