Helpdesk and Report Coordinator

JOB DESCRIPTION

Job Title: Helpdesk and Report Coordinator

PURPOSE OF THE JOB

This role oversees the day-to-day management of the Facilities Helpdesk, answering all calls from customers, responding to tickets and ensuring that tasks are responded to within the agreed timescale. Additionally, this role provides a comprehensive reporting service, ensuring that all data gathered from the operation of the account is reported in a useful and informative way. This role is also a deputy for the Lead Contract Support, stepping in to support and cover Contract Support duties when required.

MAIN DUTIES AND RESPONSIBILITIES

• 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 the Facilities helpdesk, ensuring that all calls are responded to promptly and that tickets logged on the CAFM system and assigned to the appropriate engineer.
• Run regular reports from the CAFM system, presenting trend information and providing management with data to support decisions.
• Drive performance against SLAs, ensuring that jobs are being responded to, updated and closed down within the agreed timescales.
• Prepare various internal and customer facing reports for the account, liaising with the appropriate people for accurate information and ensuring attention to detail.
• Maintain the QHSE database with hazard reporting and customer feedback.
• 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.
• Keep the account training matrix up to date at all times, ensuring that the team are notified of any training gaps and that training certificates are obtained for completed courses.
• Support the Lead Contract Support by covering any duties when required.
• Carry out any reasonable request from management.

PERSON SPECIFICATION

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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