Service Desk Coordinator
2 months ago
Posted- 21-Mar-2023- Service line- GWS Segment- Role type- Full-time- Areas of Interest- Administrative- Location(s)- Brighton - England - United Kingdom of Great Britain and Northern IrelandThe Service Desk coordinator is actively involved in the daily operations of the Service Desk and are at the forefront of delivering a positive workplace experience as a service hero.
In this role, you would provide exceptional service and support personal productivity, and organizational effectiveness. This role is mostly site based or depend on client requirements which may vary from time to time.
As part of a “front-of-house” team, the Service Desk coordinator is responsible for creating a supportive and comfortable atmosphere by assisting the CBRE FM and Workplace Experience team in managing and supporting all colleague facing services.
**Essential Duties and Responsibilities**
Provides coordination and administrative support for delivery of Workplace Services. Services include, but are not limited to:
Support with Community Engagement events
Facilities Service Desk & Work Task Management
Parking & Commute
Reporting
Office Supply Management (If applicable)
Moves, Adds, Changes
Support with Workplace Onboarding
Car Parking Management
Responding to colleague queries
Responds to colleague service requests, enquiries and complaints promptly with accurate and thorough information according to the specific request.
Provides coordination and support for delivery of the solution to ensure a positive colleague experience.
Maintains awareness of the workspace. Raises housekeeping and maintenance work orders as needed and/or communicate with appropriate partners to address issues. Responds to customers of behalf of other team members (e.g. Facilities, MAC, HK, WPE).
Utilizes and maintains integrity of databases, supports data entry of required reports and other digital tools associated with service delivery, as requested.
Follows security and emergency procedures as defined for the property. Responds to emergency situations in a calm, efficient manner. Summons appropriate assistance and makes appropriate notifications in accordance with operating procedures.
Collaborates with vendors employees who provide services and goods.
Assists in the completion of the Service Business Continuity plan.
Willing to support the first aid and fire warden complement of staff through the completion of recognized training
Managing all car parking related queries and parking management.
Provides support for the Workplace Experience team as directed, including, meeting coordination, office and workplace experience equipment care, and supply management.
Manage the colleagues request through outlook and slack (parking, badges, questions)
Responds to customer requests and complaints regarding Workplace Experience services in time.
Contact relevant personnel for troubleshooting complex issues
Help to coordinate enterprise-wide initiatives
Tracks questions and responses, provide feedback to respective parties with frequently asked questions or additional support colleagues may need.
Promote/market events internally to drive colleague engagement.
Be a local expert and a gateway for colleagues to connect with the surrounding community
Build a portfolio/network of local contacts (food, arts, culture etc.)
Stay abreast on news and events in the region and share them with colleagues
Support supervisors in capturing data for all reporting and budget and accounting
reconciliations
Act as first point of contact for all colleagues regarding site, services and
amenities information. Will direct colleagues to appropriate team if unable to
solve/support/triage.
Build and maintain strong working relationships with key business users, colleagues and support bodies in order to provide a professional customer service approach
Work positively and communicate professionally across teams in order to make an effective contribution to team tasks and team spirit
**Education and Experience**
NVQ level 2 or Diploma in any discipline required.
A minimum of 2+ years' of front desk, concierge, switch board, helpdesk, customer service or other hospitality experience is preferred.
**Communication Skills**
Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine checklist reports and correspondence.
Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
Ability to effectively present information to an internal department and/or large groups of employees.
Comfortable meeting and engaging with new people.
Warm and engaging demeanor. Ability to assess circumstances, empathize and offer help.
**Financial Knowledge**
Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.
**Behavioural Requirements**:
Customer Service: ability to
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