Helpdesk Coordinator

Description:

Company Profile

CBRE is the global leader in real estate services and leverages the industry's most powerful knowledge base to meet the commercial real estate needs of its clients worldwide. Our vision is to be the preeminent, vertically integrated, globally capable real estate service firm. Globally we employ over 70,000 employees and operate in 48 countries.

Job Title: Helpdesk Coordinator

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.

This role is ideal for a customer-focused helpdesk, service desk, or facilities coordination professional with experience handling calls and emails, logging jobs on a CAFM system, prioritising reactive maintenance requests, tracking planned preventative maintenance (PPM), producing reports, and coordinating engineers and subcontractors to meet service levels and deliver an excellent customer experience.

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