Helpdesk Operative: CBRE

Manor Royal Business District; Crawley; On-site; GBP 20,000 - 30,000

Job description

JOB DESCRIPTION

Position Title: Helpdesk Operative

Reports To: Contract Manager

Hours of Work: 40 Hours per week, between 8.00am and 5.00pm

PURPOSE OF THE JOB

The main feature of this role will be ensuring the effective provision of administration support on the client’s helpdesk maintaining concise records, and assisting with support desk processes.

RESPONSIBILITIES

1. Correct allocation of reactive calls within contractual SLAs, submission to quoting team, and following calls through with required actions (subcontractor purchase orders, engineer attendance, etc)
2. Consistently updating Concept call records with required information and regular call updates
3. Active review of the Due To Breach report and taking appropriate action to close calls
4. Ensuring QHSE documentation is maintained, processed and readily available, and reported on regularly (e.g., Hazard reporting)
5. Elogbook management and ensuring these are maintained to an appropriate standard
6. Ad-hoc items as requested
7. Actioning job chases received from the customer and ensuring regular updates are provided
8. Participation in the Call Feedback process
9. Participation in the Customer Complaints process as and when required

ACCOUNTABILITIES

Reporting to the Contract Manager

PERSON SPECIFICATION

Education [Essential]

Good basic education to GCSE (or equivalent standard), which will include an English and Maths qualification.

Training [Essential] Very proficient in the use of Word, Excel, Access and PowerPoint. Excel skills to include basic functions, v-lookups, pivot tables, etc.

[Desirable] Experience of using CAFM systems

Experience [Essential] 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.

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.

Circumstances

Must be flexible to work outside core office hours from time to time, and to travel to other work locations.