Helpdesk and Report Coordinator

JOB DESCRIPTION Job Title: Helpdesk and Report Coordinator PURPOSE OF THE JOB This role oversees the day-to-day management of the Facilities Helpdesk, answering all calls from customers, responding to tickets and ensuring that tasks are responded to within the agreed timescale. Additionally, this role provides a comprehensive reporting service, ensuring that all data gathered from the operation of the account is reported in a useful and informative way. This role is also a deputy for the Lead Contract Support, stepping in to support and cover Contract Support duties when required. MAIN DUTIES AND RESPONSIBILITIES 1. Positively respond to both our internal and external customers through effective communication and personal accessibility. 2. Be an ambassador of the CBRE values and behaviours. Ensure a professional image of CBRE is presented to clients and visitors and ensure excellence in customer service is delivered and promoted at all times. 3. Provide excellent customer service by understanding customer needs and managing client expectations. 4. Actively participate in a diverse and effective team - attend all meetings and promote open and inclusive environment. 5. Ensure compliance with all Company policies and procedures, as well as client site policies, procedures and working arrangements, as required. To include the active participation in a safe working environment. 6. Achieve results within quality and time restraints to include both internal and customer KPIs. 7. Monitor the Facilities helpdesk, ensuring that all calls are responded to promptly and that tickets logged on the CAFM system and assigned to the appropriate engineer. 8. Run regular reports from the CAFM system, presenting trend information and providing management with data to support decisions. 9. Drive performance against SLAs, ensuring that jobs are being responded to, updated and closed down within the agreed timescales. 10. Prepare various internal and custo