Helpdesk Coordinator

2 weeks ago

St Albans, United Kingdom CBRE Full time
Helpdesk Coordinator
CBRE 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. As 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.
Main responsibilities:
  • Manage CAFM system as key user on site including PPM records, reactives and reporting.
  • Answer calls/email for the business in a timely fashion
  • Ensure all Reactive requests raised on the helpdesk have the correct priority/engineer assigned.
  • 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
  • Liaise with Lead Engineer and Ops Manager daily/weekly to ensure quality of service is maintained.
  • Where required, review Subcontractor performance and feedback through appropriate systems (e.g. Ariba) with assistance from Contract Support.
  • Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations.

People & Development
  • Promote and maintain CBRE culture.
  • Collate and process timesheets and expenses weekly in absence of Contract Support.
  • Communicate effectively and build/maintain relationships at all levels with internal and external customers.
  • Attend and participate in any relevant training courses.

Contract:
  • Alongside Contract Support assist with the monthly customer report.
  • Provide comprehensive reports relating to all jobs raised through the CAFM system.
  • Analysis and comprehension of reports relating to CAFM system.
  • Monthly update of Client specific Metrics/Forecasting Model in absence of the Contract Support.
  • Logging hazards & customer feedback on the QHSE Management Portal
  • Perform any other duties or responsibilities as requested by the CM or Management Team.


Finance:
  • Understand procedures and processes and operate them to the required standard.
  • Examples of these are:
1. Obtaining supplier quotes and uploading onto the internal system for client approval.
2. Arranging agency cover & submitting hours on portal.
  • Updating the CBRE Performance Portal as and when required.

Person Specification:
  • Organised - Works in a structured way. Thinks ahead to prioritise workload
  • Logical - Works in a clear and consistent manner
  • Attention to detail - Thorough in carrying out a task, with a high degree of accuracy
  • Assertiveness - Confident, effective in putting across point of view to others
  • Persistence - Follows through to resolution
  • Customer and team focus - Puts customer and team needs first; always considers impact of their actions


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