Helpdesk Advisor

Helpdesk Coordinator

Location: Leeds

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 located in Leeds.

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

Qualifications & Experience

• 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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