Facilities Coordinator (Helpdesk Support)

at  CBRE

JOB SUMMARY

The purpose of this position is to support workplace requests received by client representatives. The role will oversee the end-to-end reactive maintenance request process ensuring clear communication, timely response to issues and overall driving client satisfaction. The role will support the facility management team to ensure the successful competition of client facility needs.

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND EXPERIENCE

High school diploma or general education degree (GED) required. Minimum of two years of related experience and/or training specifically within a commercial workplace / Facilities Management role.

COMMUNICATION SKILLS

Ability to comprehend and interpret instructions, short correspondence, and memos and ask clarifying questions to ensure understanding. Ability to write routine reports and correspondence.
Ability to respond to common inquiries or complaints from clients, co-workers, and/or supervisor. Ability to effectively present information to an internal department and/or large groups of employees.

FINANCIAL KNOWLEDGE

Requires basic knowledge of financial terms and principles. Ability to calculate simple figures such as percentages.

OTHER SKILLS AND/OR ABILITIES

Basic skills with Microsoft Office Outlook, Excel, Facilities Systems such as CMMS, PowerBI. Physical requirements include stooping, standing, walking, climbing stairs and ladders and ability to lift and carry heavy loads of 50 lbs. or more.

Has a comprehensive knowledge of Client Sites including owning up to date site stacking plans and floor plans inclusive of business unit neighborhoods and locations

• Completes daily site walks to identify maintenance requirements and ensure professional and safe presentation of the workplac

ESSENTIAL DUTIES AND RESPONSIBILITIES

Has a comprehensive knowledge of Client Sites including owning up to date site stacking plans and floor plans inclusive of business unit neighborhoods and locations

• Completes daily site walks to identify maintenance requirements and ensure professional and safe presentation of the workplace

• • Manages incoming Helpdesk enquiries between 8am - 6pm daily including;
• Acknowledging request from employees and confirming receipt of their enquiry within 30 minutes of call or email being received
• Entering request details into the CMMS platform, capturing critical information such as request type, urgency of request, any HSE risk associated with the request and priority in line with the contract priority matrix
• Produces Work Order and allocates work to appropriate Business Unit
• Provides interim updates to requesters keeping them informed of the status of their requestReceives all Completed Work Orders by updating the CMMS with any work order notes and sending Completion communication to the requester
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• Manages Helpdesk Reporting:

• Reviews PowerBI report daily to ensure category verification is correct and any exceptions are reviewed and updated accordingly
• Exports PowerBI report daily to understand any backlog or aged tickets which require follow up / support from management for completion
• Reviews incoming work requests to identify duplicate tickets or out of scope ticketsSupports Monthly Client Presentation and Assurance Reporting by preparing Helpdesk reports outlining performance against SLAs, exception requests and any trends or insights base on request behaviour
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• Organises Maintenance Schedule by:

• Prepare daily Work Order list outlining all current and open tickets for Technician and Handyman BUs to complete
• Prioritises tasks based on due date, urgency and customer experience
• Manages Vendor works as requested by:
• Preparing quotes for reactive vendor works
• Preparing Purchase Order to engage Vendors for reactive works
• Schedules Vendor Site attendance and site access / escort as required
• Collects Service Report and any documentation relating to works
• Trains vendors on work order and billing procedures. Processes invoices and ensures proper cost center coding
• Manages Customer and Client Communication with a high level of professionalism, comprehension of facilities needs and emotional intelligence by:
• Interpreting Clients needs for all incoming workplace requests
• Seeking to understand details of request which will assist in the work being completed without burdening or bothering the requester
• Amending communication templates to ensure these are relevant and appropriate for the incoming request
• Responds to client inquires and concerns in a timely manner
• Communicates clearly on deadlines and any impact to planned works
• Is empathetic of inconvenience or impact to the employee for any Facilities WorksEnsures quality of work by completing inspection of works performed by Business Unit from time to time where applicable
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• Maintains files on work orders, proposals, and department files in an organised and professional manner.

• Uses pc and/or PDA for work order system, email, ESS and training.
• Assist with process and procedure training.
• Other duties may be assigned.

SUPERVISORY RESPONSIBILITIES

No formal supervisory responsibilities in this position though this role will work closely with other departments and peers. The candidate will need to be influential in their style to ensure technicians, handyman teams, events and reception support them in completing these requests.