Help Desk Supervisor

2 weeks ago

London, Greater London, United Kingdom CBRE Enterprise EMEA Full time

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting for a Lead Contract Support

Job Responsibilities

  • Provide leadership and direction to the helpdesk team, ensuring efficient resolution of all client inquiries.
  • Develop and implement helpdesk policies and procedures to ensure consistent service levels.
  • Monitor and report on helpdesk performance metrics, identifying areas for improvement.
  • Coordinate with the client and internal teams to address any facilities-related issues at the research and development campus.
  • Ensure the helpdesk team is adequately trained and equipped to handle all client queries.
  • Participate in regular meetings with the client to understand their needs and expectations.
  • Log all incoming calls/emails/App requests for the Helpdesk on the FMP software
  • Ensure the correct allocation of tasks to the site team and supply partners within SLA's and KPI's
  • Co-ordinates focus on services with the management team to ensure best use of resources at all times.
  • Carry out regular service reviews with the Operations Supervisors, Soft Services Manager, Lead Engineers and team.
  • Ensure all tasks are monitored and that clients are regularly updated.
  • Ensure client surveys are monitored and call backs made to those scored 1 &2 satisfaction ratings
  • Produce the PPM reports and planners from the CAFM system for monthly reporting and issuing to the management team.
  • Control the communication with subcontractors regarding planning the periodic visits whilst working closely with the Operations Supervisor, Lead Engineers, Soft Service Manager.
  • Control the call outs of all subcontractors.
  • Produce ad-hoc reports for the management team
  • Achieve results within quality and time restraints.
  • Perform with an understanding of business requirements and changes whilst ensuring continuous improvement.
Person Skills
  • Proven experience in a helpdesk supervisor role, preferably in the facilities management sector.
  • Excellent leadership and team management skills.
  • Strong customer service orientation with exceptional communication skills.
  • Proficiency in helpdesk software and other relevant IT tools.
  • IT skills including MS Office, data bases.
  • Ability to work under pressure and handle multiple priorities.
  • Ability to comprehend, analyse, and interpret the business needs.
  • Ability to respond effectively to the most sensitive issues.
  • Ability to motivate and negotiate effectively with members of the team and suppliers.
  • Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results.
  • Demonstrates integrity - acts consistent with what he/she says and believes in line with ethical standards.
  • Effective communication with the client, peers and management team. Monitor third party contracts, ensuring value for money and innovative service provided
  • Prioritise workload to maintain Syngenta operating environment
  • Minimum of 3 years' experience in a related field.
  • RESPECT: We act with consideration for others' ideas and share information openly to inspire trust and encourage collaboration
  • INTEGRITY: No one individual, no one deal, no one client, is bigger than our commitment to our company and what we stand for
  • SERVICE: We approach our clients challenges with enthusiasm and diligence, building long-term relationships by connecting the right people, capital and opportunities
  • EXCELLENCE: We focus relentlessly on creating winning outcomes for our clients, employees and shareholders
About CBRE Global Workplace Solutions:

As one of CBRE's core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.

CBRE Group, Inc. is the world's largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking in 2020. It also has been voted the industry's top brand by the Lipsey Company for 19 consecutive years and has been named one of Fortune's "Most Admired Companies" for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol "CBRE." Application Process:

Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role.

Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role.

No agencies please.

Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.

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