Helpdesk Associate (Facilities Management)

About the Role: As a CBRE Help Desk Associate, you will be responsible for delivering exceptional customer service while recording detailed and accurate information from a high volume of inbound and outbound calls and emails. You will log, book in and organise Engineer Planned and Reactive Maintenance jobs. This role is within the Facilities Management industry and is not an IT Support function.

What You’ll Do:

• Act as a primary contact for customers and staff.
• Troubleshoot and resolve problems of complexity.
• Maintain accurate records of interactions with customers and recurring problems.
• Ensure an efficient service by identifying needs, process improvements, opportunities, and weaknesses within the department and team.
• Promote, develop, and maintain strong relationships between departments and with customers.
• Coach and mentor helpdesk team members.
• Identify training needs to ensure the staff is educated to achieve business needs.
• Gather and analyse data to identify and solve complex problems that arise with little or no precedent.
• May recommend new techniques.
• Impact own team and other teams whose work activities are closely related.
• Suggest improvements to existing processes and solutions to improve the efficiency of the team.

What You’ll Need:

• Experience of a similar role in a medium-sized business.
• Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities.
• Understanding Facilities tasks and priority requests.
• Experience of using CAFM systems.
• Very proficient in the use of Word, Excel, Access and PowerPoint.
• Excel skills to include basic functions, v-lookups, pivot tables, etc.
• Good basic education to GCSE (or equivalent standard), which will include an English and Maths qualification.

Aptitudes:

• Excellent command of the English language demonstrated through good verbal and written communication.
• Must be detail conscious, accurate and methodical in approach.
• Strong organisational and communication skills able to work systematically and use own initiative.
• Able to work on more than one task at any given time.
• Must demonstrate strong interpersonal skills and be able to work as part of a team as well as independently.

Character:

• Must demonstrate a strong sense of customer focus, and promote a sense of team spirit and good morale within the office.
• Confidential approach and discrete.
• Must be able to influence others, and engender confidence in senior managers through both face-to-face, telephone and written communication.
• Reliable, able to complete work within required time frame and manage own deadline requirements.
• Calm manner able to work under pressure and against rapidly changing demands and priorities.
• Able to work as part of a multi-disciplinary team, providing support to other areas of the business on occasions, as required.

Success Criteria:

• Completes work within required time frame and delivers against critical cut off dates.
• Timely and accurate preparation of correspondence, reports and other administrative documents.