Job Information
CBRE Help Desk Supervisor in Bracknell, United States
Help Desk Supervisor
Job ID
168008
Posted
23-May-2024
Service line
GWS Segment
Role type
Full-time
Areas of Interest
Administrative
Location(s)
Bracknell - England - United Kingdom of Great Britain and Northern Ireland
CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting for a Lead Contract Support
Job Responsibilities
Provide leadership and direction to the helpdesk team, ensuring efficient resolution of all client inquiries.
Develop and implement helpdesk policies and procedures to ensure consistent service levels.
Monitor and report on helpdesk performance metrics, identifying areas for improvement.
Coordinate with the client and internal teams to address any facilities-related issues at the research and development campus.
Ensure the helpdesk team is adequately trained and equipped to handle all client queries.
Participate in regular meetings with the client to understand their needs and expectations.
Log all incoming calls/emails/App requests for the Helpdesk on the FMP software
Ensure the correct allocation of tasks to the site team and supply partners within SLA’s and KPI’s
Co-ordinates focus on services with the management team to ensure best use of resources at all times.
Carry out regular service reviews with the Operations Supervisors, Soft Services Manager, Lead Engineers and team.
Ensure all tasks are monitored and that clients are regularly updated.
Ensure client surveys are monitored and call backs made to those scored 1 &2 satisfaction ratings
Produce the PPM reports and planners from the CAFM system for monthly reporting and issuing to the management team.
Control the communication with subcontractors regarding planning the periodic visits whilst working closely with the Operations Supervisor, Lead Engineers, Soft Service Manager.
Control the call outs of all subcontractors.
Produce ad-hoc reports for the management team
Achieve results within quality and time restraints.
Perform with an understanding of business requirements and changes whilst ensuring continuous improvement.
Convey messages and ideas clearly and openly. Involve people and influence decisions
Demonstrates the Host values of great customer service, reflecting a warm, friendly professional greeting to all.
Build trusting and strong relationships with the client and CBRE community, as well as head of departments for other service lines, maintaining strong relationships with all parties
Constantly evaluating the service.
Reviews various customer experience services reports. Meet with CBRE management team and appropriate departments to discuss and resolve discrepancies.
Measuring the operational service against the agreed KPIs, presenting reports on performance and identifying risk areas
Responds to building user requests around meetings and events services.
Performs other duties that may from time to time be required.
Person Skills
Proven experience in a helpdesk supervisor role, preferably in the facilities management sector.
Excellent leadership and team management skills.
Strong customer service orientation with exceptional communication skills.
Proficiency in helpdesk software and other relevant IT tools.
IT skills including MS Office, data bases.
Ability to work under pressure and handle multiple priorities.
Ability to comprehend, analyse, and interpret the business needs.
Ability to respond effectively to the most sensitive issues.
Ability to motivate and negotiate effectively with members of the team and suppliers.
Decisions made with in-depth understanding and interpretation of procedures, company policies and business practices to achieve general results.
Demonstrates integrity - acts consistent with what he/she says and believes in line with ethical standards.
Effective communication with the client, peers and management team. Monitor third party contracts, ensuring value for money and innovative service provided
Prioritise workload to maintain Syngenta operating environment
Minimum of 3 years’ experience in a related field.
RESPECT: We act with consideration for others’ ideas and share information openly to inspire trust and encourage collaboration
INTEGRITY: No one individual, no one deal, no one client, is bigger than our commitment to our company and what we stand for
SERVICE: We approach our clients challenges with enthusiasm and diligence, building long-term relationships by connecting the right people, capital and opportunities
EXCELLENCE: We focus relentlessly on creating winning outcomes for our clients, employees and shareholders
About CBRE Global Workplace Solutions:
As one of CBRE’s core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.
CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry’s top brand by the Lipsey Company for 19 consecutive years and has been named one of Fortune’s “Most Admired Companies” for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”
Application Process:
Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role.
Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role.
No agencies please.
Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.
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CBRE, Inc. is an Equal Opportunity and Affirmative Action Employer (Women/Minorities/Persons with Disabilities/US Veterans)
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