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Job Title: Helpdesk Operative
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 be 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 the reactive job life between the Facilities Team and end user(s). Where possible apply RFT and close calls over phone without the requirement for assignment.
- Liaise with Lead Engineer and Ops Manager daily/weekly to ensure the 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 the 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.
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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 the 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:
- Obtaining supplier quotes and uploading onto the internal system for client approval.
- Arranging agency cover & submitting hours on the 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.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
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Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and Experience
- High school diploma or general education degree (GED) required.
- Call Center experience preferred.
- Minimum two years of related experience.
Certificates and/or Licenses
None.
Communication Skills
- Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding.
- Ability to write routine reports and correspondence.
- Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor.
Financial Knowledge
- Ability to calculate simple figures such as percentages.
Reasoning Ability
- Ability to understand and carry out general instructions in standard situations.
- Ability to solve problems in standard situations.
- Requires basic analytical skills.
Other Skills and Abilities
- Intermediate Knowledge of Microsoft Office Suite products.
- Ability to type 45-50 WPM.
Scope of Responsibility
- Decisions made with general understanding of procedures and company policies to achieve set results and deadlines.
- Errors in judgment may cause short-term impact to co-workers and supervisor.
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