Helpdesk Lead

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 Lead

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Lead to join the team.

Responsible for first line management of a small team of Helpdesk Advisors, ensuring calls are processed accurately and in a timely manner, in line with defined process. Ensure the Team are appropriately equipped to deliver exceptional customer service, through a robust education, training and upskilling plan.

Evaluate and adapt business process, for the purpose of continuous improvement, ensuring changes are effectively communicated and implemented.

Management of schedules to ensure appropriate and sufficient Helpdesk cover is in place, in line with contractual and customer requirements.

Main Duties and Responsibilities

Responsible for the management, performance and delegation of activities to the team Helpdesk Advisors within your business unit.

Ensure the Helpdesk Advisor Team understand the Life Cycle of a Work Order and facilitate a smooth handover of work orders to the operational team.

Understand Training Needs Analysis of the Helpdesk Advisors to ensure that all team members have access to / received required training, relevant to the needs of the individual, team and business.

Evaluate, review and implement continuous improvement process changes.

Competent in coaching and mentoring of a small team of Helpdesk Advisors and managing performance of the team including but not limited to writing and delivering monthly one-to-one meeting with team members.

Support the Management Team on training and roll-out of any agreed processes, and incorporate any changes necessary in your duties, methods, working hours and procedures.

To achieve a high degree of customer and supplier satisfaction, apply logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.

Establish and maintain excellent customer relationships and develop confidence in our systems and processes.

Ensure compliance with all CBRE policies, procedures and directives.

Proactively act in a manner that supports a healthy and safe work environment through effective management of incidents and hazards.

EXPERIENCE

Analytical and decision-making skills

Coaching and development of individuals/ team

Managing multiple priorities and Key Performance Indicators (KPI) in a face-paced work environment

Building strong relationships and influencing decisions

Understand People Management & Leadership

Advanced computers skills in Microsoft Word & Excel

Excellent communication (written & verbal) skills at all levels

Ability to lead a team in a rapidly changing environment

Customer focused and responsive attitude

Ability to deliver exceptional customer service to both internal and external customers

Must demonstrate a strong sense of customer focus

Excellent verbal and written communication skills

PERSON SPECIFICATION

A good basic education is essential, with at least GCSE passes in Maths and English or equivalent.

Higher educational qualifications to 'A' level/HNC/D or degree would be beneficial or equivalent.

Committed to service delivery excellence

Honest and Reliable

Confidential and discrete approach

Calm manner and able to work under pressure dealing with conflicting priorities

Self-motivated and systematic

Results/task orientated

Attention to detail and accuracy

Excellent time management and organisational skills

Commitment to continuous improvement

Confident

Ability to work as part of team and individually