Helpdesk and Report Coordinator

JobTitle: Helpdesk and Report Coordinator

PURPOSE OF THE JOB Thisrole oversees the day-to-day management of the Facilities Helpdesk, answeringall calls from customers, responding to tickets and ensuring that tasks areresponded to within the agreed timescale. Additionally, this role provides acomprehensive reporting service, ensuring that all data gathered from theoperation of the account is reported in a useful and informative way. This roleis also a deputy for the Lead Contract Support, stepping in to support and coverContract Support duties when required.

Main Duties And Responsibilities

• Positivelyrespond to both our internal and external customers through effectivecommunication and personal accessibility.
• Bean ambassador of the CBRE values and behaviours. Ensure a professional image ofCBRE is presented to clients and visitors and ensure excellence in customerservice is delivered and promoted at all times.
• Provideexcellent customer service by understanding customer needs and managing clientexpectations.
• Activelyparticipate in a diverse and effective team – attend all meetings and promoteopen and inclusive environment.
• Ensurecompliance with all Company policies and procedures, as well as client sitepolicies, procedures and working arrangements, as required. To include theactive participation in a safe working environment.
• Achieveresults within quality and time restraints to include both internal andcustomer KPIs.
• Monitorthe Facilities helpdesk, ensuring that all calls are responded to promptly andthat tickets logged on the CAFM system and assigned to the appropriateengineer.
• Runregular reports from the CAFM system, presenting trend information andproviding management with data to support decisions.
• Driveperformance against SLAs, ensuring that jobs are being responded to, updatedand closed down within the agreed timescales.
• Prepare various internal and customerfacing reports for the account, liaising with the appropriate people foraccurate information and ensuring attention to detail.
• Maintain the QHSE database with hazardreporting and customer feedback.
• Complete the timesheet submission forpayroll, ensuring that all annual leave, sickness and training is correctlyrecorded and that timesheets have the appropriate references for budgetallocation.
• Raise service orders and purchase ordersas requested, ensuring that all trackers and systems are kept up to date withthe relevant information and that reports are sent out timely.
• Order all PPE, uniform and tools asrequired.
• Keep the account training matrix up todate at all times, ensuring that the team are notified of any training gaps andthat training certificates are obtained for completed courses.
• Support the Lead Contract Support bycovering any duties when required.
• Carry out any reasonable request frommanagement.

PERSON SPECIFICATION Education [Essential]A good basic education is essential, with at least GCSE passes in Maths andEnglish 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 Strongcustomer service skills.

Excellentverbal and written communication skills.

Self-motivatedand systematic.

Results/task orientated, attention to detail and accuracy.

Excellenttime management and organisational skills.

Commitmentto continuous improvement.

Abilityto work as part of a team, as well as independently.

Characteristics Reliableand committed.

Professional.

Ableto maintain a positive outlook whilst working under pressure and with changingdemands and priorities.