JOB DESCRIPTION **
Job Title: Helpdesk/Contract Support
Based: Swindon
PURPOSE OF THE JOB
The helpdesk role is based in Swindon that oversees the day-to-day management of the Facilities Helpdesk, answering all calls from customers, responding to tickets and ensuring that tasks are responded to within the agreed timescale. Additionally, this role provides a comprehensive reporting service, ensuring that all data gathered from the operation of the account is reported in a useful and informative way. This role is also a deputy for the Lead Contract Support, stepping in to cover Contract Support duties when required.
MAIN DUTIES AND RESPONSIBILITIES
* Positively respond to both our internal and external customers through effective communication and personal accessibility.
* Be an ambassador of the CBRE values and behaviours. Ensure a professional image of CBRE is presented to clients and visitors and ensure excellence in customer service is delivered and promoted at all times.
* Provide excellent customer service by understanding customer needs and managing client expectations.
* Actively participate in a diverse and effective team – attend all meetings and promote open and inclusive environment.
* Ensure compliance with all Company policies and procedures, as well as client site policies, procedures and working arrangements, as required. To include the active participation in a safe working environment.
* Achieve results within quality and time restraints to include both internal and customer KPIs.
* Monitor the Facilities helpdesk, ensuring that all calls are responded to promptly and that tickets logged on the CAFM system and assigned to the appropriate engineer.
* Run regular reports from the CAFM system, presenting trend information and providing management with data to support decisions.
* Drive performance against SLAs, ensuring that jobs are being responded to, updated and closed down within the agreed timescales.
* Prepare various internal and customer facing reports for the account, liaising with the appropriate people for accurate information and ensuring attention to detail.
* Maintain the QHSE database with hazard reporting and customer feedback.
* Complete the timesheet submission for payroll, ensuring that all annual leave, sickness and training is correctly recorded and that timesheets have the appropriate references for budget allocation.
* Raise service orders and purchase orders as requested, ensuring that all trackers and systems are kept up to date with the relevant information and that reports are sent out timely.
* Order all PPE, uniform and tools as required.
* Keep the account training matrix up to date at all times, ensuring that the team are notified of any training gaps and that training certificates are obtained for completed courses.
* Support the Lead Contract Support by covering any duties when required.
* Carry out any reasonable request from management.
PERSON SPECIFICATION
Education **
[Essential] A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.
Training **
[Essential] Excellent PC based skills, with experience in Word/Excel and Outlook – intermediate to advance level.
[Desirable] PowerPoint and CAFM systems.
Experience
[Essential] Previous experience of a customer-facing role using CAFM systems.
[Desirable] Experience with running, interrogating and presenting management information.
[Desirable] Financial administration experience.
Aptitudes
Strong customer service skills.
Excellent verbal and written communication skills.
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 a team, as well as independently.
Characteristics
Reliable and committed.
Professional.
Able to maintain a positive outlook whilst working under pressure and with changing demands and priorities.
Job Type: Full-time
Pay: £24,420.00-£32,000.00 per year
Work Location: In person