Helpdesk Operator

3 days ago

Leeds, United Kingdom CBRE Full time

**Position Concept**

The purpose of this role is to provide exceptional customer service and comprehensive administrative services to the client and the contract. In order to be successful in the role it is key that the Helpdesk Operator understands procedures, processes and operates them to the required standards. The main purpose of the job is to support the client and the contract in helpdesk and scheduling procedures ultimately driving contractual service level performance. Additional tasks may be assigned by the Lead Contract Support.

**Key Tasks**

**Main Duties & Responsibilities**

Ø Day to day operation of the client CAFM system

Ø Day to day liaison and updates with key customers

Ø Day to day liaison and updates with management team

Ø Day to day liaison and organisational assistance to the engineering team

Ø Day to day co-ordination of supply partner activity

Ø Ensuring that SLA and KPI’s are exceeded through effective management of the CAFM system and available reports

Ø Understand, anticipate and deliver customer (internal and external) needs while building effective relationships

Ø Positively respond to both our internal and external customers through effective communication and personal accessibility

Ø Understand procedures and processes and operate them to the required standard

Ø Achieve results within quality and time restraints

Ø Perform with an understanding of business requirements and changes and ensuring continuous improvement

Ø Actively participate in a diverse and effective team

Ø Convey messages and ideas clearly and openly

Ø Inbox and incoming call management (Helpdesk)

**People**

Ø Assisting with schedule management of engineers and supply partners

Ø Culture carrier and promotes best practice

**Contract**

Ø Helpdesk: including but not limited to; logging, distributing and closing of reactive calls

Ø Chasing paperwork from internal planned and reactive visits and closing out on CAFM

Ø Chasing paperwork from external planned and reactive visits and closing out on CAFM

Ø Continually develop systems to maximize efficiency benefits for the customer and GWS.

Ø Collating & Issuing daily reactive report including:

- Prompting management team focus where required
- Completing ‘fixes’ i.e. priority changes
- Chasing engineer/ subcontractor update

**Finance**

Ø Raising of reactive purchase orders for call outs

Ø Tracking of SLA’s to minimise financial impact on contract

**Quality**

Ø Ensure adequate commentary is added to CAFM system to avoid any unnecessary queries

**Job Types**: Full-time, Permanent

**Salary**: £22,000.00-£24,000.00 per year

Schedule:

- 8 hour shift
- Monday to Friday
- No weekends

Ability to commute/relocate:

- LEEDS: reliably commute or plan to relocate before starting work (required)

Work Location: Hybrid remote in LEEDS

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