CBRE Global Workplace Solutions is a leading provider of integrated facilities management and corporate real estate services. We are hiring a Helpdesk Coordinator to join our team in the City of London, supporting a fast paced client environment and acting as a key point of contact for facilities service requests.
Key Responsibilities
- Manage the CAFM system as a key user, including logging jobs, updating PPM records, tracking reactive maintenance tasks, and producing accurate reports.
- Prioritise and allocate reactive work orders to the appropriate engineer or supplier, ensuring requests are raised correctly and actioned within agreed SLA timeframes.
- Maintain clear communication with end users, the Facilities team, engineers, and subcontractors throughout the full job lifecycle, providing updates through to resolution.
- Where possible, resolve requests at first point of contact and close calls efficiently without onward assignment.
- Work closely with the Lead Engineer and Operations Manager to monitor service performance, identify trends, and support continuous improvement.
- Review subcontractor performance where required and support service quality, compliance, and customer satisfaction across the contract.
Teamwork, Communication & Support
- Promote a positive customer service culture and represent CBRE professionally in all interactions.
- Provide administrative support to the contract team, including timesheets, expenses, and other coordination tasks when required.
- Communicate effectively at all levels and contribute to team meetings, training, and ongoing development activities.
Reporting, Compliance & Contract Support
- Produce and analyse CAFM data and helpdesk reports to monitor job status, service performance, and operational trends.
- Update client specific metrics and forecasting information when required, supporting the wider contract support function.
- Log hazards, incidents, and customer feedback on the relevant QHSE and internal management systems.
- Support compliance, audit readiness, and day to day contract administration as requested by the management team.
Financial & Administrative Responsibilities
- Coordinate agency cover and submit hours or related information through the relevant systems and portals.
- Update internal performance and reporting portals as required, maintaining accurate records and administration.
Candidate Profile / Person Specification
- Experience using CAFM, CMMS, or similar job management systems to log, track, and report on work orders.
- Strong organisational skills with the ability to prioritise a busy workload, manage competing demands, and maintain accuracy under pressure.
- Confident communication skills with the ability to provide excellent customer service and build relationships with stakeholders at all levels.
- Good attention to detail and a logical, methodical approach to administration, reporting, and problem solving.
- A proactive, team oriented approach with a focus on service delivery, follow through, and continuous improvement.