Helpdesk Coordinator Job ID 150179 Posted 09-Jan-2024 Role type Full-time Areas of Interest Administrative, Facilities Management Location(s) St Albans - England - United Kingdom of Great Britain and Northern Ireland 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 CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)