Helpdesk Coordinator. Job in Darlington LilyLifestyle Jobs in Ferryhill

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real‑estate management. We are recruiting a Helpdesk Planner to join the team. As a Helpdesk Planner, you will be responsible for supporting the day‑to‑day operation of the Helpdesk and planning function, ensuring effective coordination of workloads, compliance activities, and service delivery in line with contractual requirements. The role plays a key part in delivering exceptional customer service and operational excellence.

Responsibilities

• Manage the Helpdesk and CAFM systems, including mailbox management, ensuring accurate logging, tracking, and reporting of all reactive and planned works.
• Plan, prioritise, and allocate tasks to appropriate engineers and subcontractors, ensuring effective resource distribution across sites in line with workload and contractual requirements.
• Coordinate all aspects of works delivery including labour, materials, permits, tools, and subcontractor engagement to ensure efficient completion.
• Ensure all tasks are correctly prioritised and managed in line with contractual SLAs, proactively mitigating risks to performance.
• Monitor daily KPI and SLA performance, taking corrective action where required to maintain service delivery standards.
• Carry out forward planning and look‑ahead scheduling in collaboration with Facilities Leads to ensure effective delivery across all sites.
• Liaise with subcontractors to arrange specialist PPMs and reactive works, ensuring compliance with site requirements, including RAMS and competencies.
• Review and validate completion notes, time records, and system data, ensuring works are fully closed out with appropriate follow‑on actions and sub‑orders where required.
• Maintain accurate CAFM data, including PPM records, asset linking, and the correct filing of service documentation within systems such as eLogbooks.
• Ensure all QHSE documentation and site communications (including notice boards) are maintained, compliant, and readily accessible within CBRE systems.
• Liaise with Contract Support, Facilities Leads, and the Contract Manager to ensure visibility of upcoming works, risks, and supplier performance.
• Develop and maintain standardised processes, monitor team availability, and ensure CBRE systems are fully utilised to drive consistency and efficiency.
• Analyse maintenance and performance data to identify trends, support reporting, and drive continuous improvement, while promoting CBRE culture and maintaining strong stakeholder relationships.

Person Specification

• Experience in a helpdesk, planning, or coordination role within facilities management or a similar operational environment.
• Demonstrable experience using CAFM systems to manage work orders, PPM schedules, and reporting.
• Strong planning and organisational skills with the ability to prioritise workloads, allocate resources, and manage multiple tasks in a fast‑paced environment.
• Good understanding of SLA‑driven service delivery, including prioritisation of reactive works and performance management against KPIs.
• Experience coordinating subcontractors, including scheduling works and ensuring compliance with site and safety requirements (e.g. RAMS, competencies).
• High attention to detail with the ability to review and validate job records, completion notes, time entries, and system data accurately.
• Strong knowledge of data management and system accuracy, including asset linking, record keeping, and document control within CAFM/eLogbooks.
• Effective communication and interpersonal skills, with the ability to build relationships with engineers, clients, and internal stakeholders.
• Proactive and solutions‑focused approach, with the ability to identify issues, manage risks, and drive tasks through to completion.
• Ability to monitor performance data, identify trends, and take action to improve service delivery.
• Good understanding of QHSE principles and the importance of maintaining compliant records and documentation.
• Competent in Microsoft Office applications (Excel, Outlook, Word), with the ability to manage emails, data, and reporting requirements.
• Team‑oriented with a flexible and adaptable approach to changing priorities and operational demands.