Helpdesk Operator
Role details
Job location
Tech stack
Job description
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.
Requirements
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
