Helpdesk Coordinator

This is a key role responsible for delivering outstanding customer service and operational support, helping ensure the smooth running and continued success of the contract.

About the Role

As a Helpdesk Coordinator, you will act as the first point of contact for customers, managing requests efficiently and ensuring a high standard of service delivery across all facilities activities.

Key Responsibilities

Service Delivery & Quality

• Manage the CAFM system as the key site user, including PPM schedules, reactive tasks, and reporting
• Respond to calls and emails promptly and professionally
• Ensure all reactive requests are logged, prioritised correctly, and assigned to the appropriate engineer
• Maintain clear communication with end users and the Facilities Team throughout job lifecycles
• Resolve queries at first point of contact wherever possible (Right First Time approach)
• Work closely with the Lead Engineer and Operations Manager to maintain service excellence
• Support subcontractor performance reviews and provide feedback via systems such as Ariba
• Identify and implement continuous improvement initiatives to enhance service delivery

Stakeholder Engagement & Team Support

• Build strong relationships with internal teams and external stakeholders
• Promote and maintain CBRE's culture and values
• Support processing of timesheets and expenses when required
• Participate in training and development activities

Reporting & Contract Support

• Assist in the preparation of monthly client reports
• Produce and analyse CAFM system reports
• Support updates to client metrics and forecasting models (as required)
• Log hazards and customer feedback via the QHSE Management Portal
• Carry out additional duties as requested by the management team

Finance & Administration

• Follow established financial processes, including:

• Obtaining and submitting supplier quotes for approval
• Arranging agency cover and submitting hours
• Updating internal performance systems

• Highly organised with the ability to prioritise a busy workload
• Detail-oriented, ensuring accuracy in all tasks
• Logical and methodical in their approach
• Confident communicator with strong interpersonal skills
• Proactive and persistent, seeing tasks through to completion
• Customer-focused, always considering service impact and team collaboration, If you're a motivated individual with a passion for customer service and operational excellence, we'd love to hear from you.

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are currently recruiting a Helpdesk Coordinator to join our growing team.