Helpdesk & Facilities Coordinator

Company Profile

CBRE is the global leader in real estate services and leverages the industry''s most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title: Helpdesk & Facilities Coordinator

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk & Facilities Coordinator to join the team located in Coventry.

Role Summary:

This role covers the day-to-day operation of Helpdesk, answering all calls and emails from customers, raising and following up jobs to ensure completion within the agreed timescales. Liaising with Contractors and in house engineers around planning and access to site. Ensuring access paperwork is completed with client. Stepping in to cover Contract Support duties as and when required.

• Positively respond to both our internal and external customers through effective communication and personal accessibility.
  
• Be an ambassador of the CBRE values and behaviours. Ensure a professional image of CBRE is presented to clients and visitors and ensure excellence in customer service is delivered and promoted at all times.
  
• Provide excellent customer service by understanding customer needs and managing client expectations
  
• Actively participate in a diverse and effective team - attend all meetings and promote open and inclusive environment.
  
• Ensure compliance with all Company policies and procedures, as well as client site policies, procedures and working arrangements, as required. To include the active participation in a safe working environment.
  
• Achieve results within quality and time restraints to include both internal and customer KPIs.
  
• Monitor and action activities on the helpdesk, ensuring that all calls are responded to promptly and that jobs are logged on the CAFM system and assigned to the appropriate engineer/contractor.
  
• Run regular reports from the CAFM system to monitor WIP compliance and progression
  
• Ensuring that jobs are being responded to, updated and closed down within the agreed timescales leading performance against SLAs,
  
• Complete the timesheet submission for payroll, ensuring that all annual leave, sickness and training is correctly recorded and that timesheets have the appropriate references for budget allocation.
  
• Raise service orders and purchase orders as requested, ensuring that all trackers and systems are kept up to date with the relevant information and that reports are sent out timely.
  
• Order all PPE, uniform and tools as required.
  
• Support the Contract Support by covering any duties when required.
  
• Carry out any reasonable request from management.
  

Experience Required:

Education

• [Essential] A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.
• Training
• [Essential] Excellent PC based skills, with experience in Word/Excel and Outlook - intermediate to advance level.
• [Desirable] PowerPoint and CAFM systems.

Experience

• [Essential] Previous experience of a customer-facing role using CAFM systems.
• [Desirable] Experience with running, interrogating and presenting management information.
• [Desirable] Financial administration experience.

Aptitudes

• Strong customer service skills.
• Excellent verbal and written communication skills.
• Self-motivated and systematic.
• Results/ task orientated, attention to detail and accuracy.
• Excellent time management and organisational skills.
• Commitment to continuous improvement.
• Ability to work as part of a team, as well as independently.

Characteristics

• Reliable and committed.
• Professional.
• Able to maintain a positive outlook whilst working under pressure and with changing demands and priorities.

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