Job Title: Helpdesk Operator

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Operator 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.

Quality

· 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