Job Description
Job Title: Helpdesk Coordinator\nLocation: St. Albans\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.\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.\nQuality\n * Manage CAFM system as key user on site including PPM records, reactives and reporting.\n * Answer calls/email for the business in a timely fashion.\n * Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.\n * 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\n * Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.\n * Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.\n * Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.\nPeople & Development\n * Promote and maintain CBRE culture.\n * Collate and process timesheets and expenses weekly in absence of Contract Support.\n * Communicate effectively and build/maintain relationships at all levels with internal and external customers.\n * Attend and participate in any relevant training courses.\nContract:\n * Alongside Contract Support assist with the monthly customer report.\n * Provide comprehensive reports relating to all jobs raised through the CAFM system.\n * Analysis and comprehension of reports relating to CAFM system.\n * Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.\n * Logging hazards & customer feedback on the QHSE Management Portal\n * Perform any other duties or responsibilities as requested by the CM or Management Team.\nFinance:\n * Understand procedures and processes and operate them to the required standard.\nExamples of these are:\n 1. Obtaining supplier quotes and uploading onto the internal system for client approval.\n 2.
Arranging agency cover & submitting hours on portal.\n 3. Updating the CBRE Performance Portal as and when required.\nPerson Specification:\n * Organised - Works in a structured way. Thinks ahead to prioritise workload\n * Logical - Works in a clear and consistent manner\n * Attention to detail - Thorough in carrying out a task, with a high degree of accuracy\n * Assertiveness - Confident, effective in putting across point of view to others\n * Persistence - Follows through to resolution\n * Customer and team focus - Puts customer and team needs first; always considers impact of their actions