Helpdesk Supervisor

Posted 04-Apr-2023 Service line GWS Segment Role type Full-time Areas of Interest Administrative Location(s) Doncaster - England - United Kingdom of Great Britain and Northern Ireland 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 Supervisor CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Helpdesk Senior Advisor to join the team located in Doncaster. The main feature of this role will be to deliver training to all new starters as well as supervise, monitor and coach when necessary the Helpdesk team
RESPONSIBILITIES Deliver quality training to new team members, ensuring all aspects of the job are covered
Providing support to the client and answer calls and emails in a professional and timely manner
Determine the nature, priority of faults based on information provided by the client
To obtain a comprehensive understanding of the scope of the contract and ensure that all work is carried out in accordance to the contract scope and not outside of this
Raise and assign work orders to relevant resources
Supervises team members in duties and performance, providing feedback where necessary and reporting team strengths and weaknesses to management
In Team Managers absence complete quality assurance call reviews on colleagues within your team, ensuring feedback and development plans are in place to improve performance and maintain quality customer service
Maintain the training matrix
Obtain system access/equipment for new colleagues and in setting up IT equipment
Support team managers through workday including coordinating work, performance management and supporting ongoing training and development activities, along with daily management of the Managers email inbox when on-call
Respond to calls and enquiries escalated by team, assist with call taking during peak periods
Identify ways to reduce costs and improve efficiency
Actively identify and implement innovation across the contract to enhance performance and continue to meet client expectations
Promote and maintain CBRE culture throughout teams
Monitoring calls received from the customer through to call completion and updating records
Allocation of internal engineers to call outs and maintenance visits, driving the engineering team to attend to all callouts within required SLA’s
Promote and maintain company culture throughout the team as well as the CBRE RISE Values
Effective communication with all levels of internal teams and external customers
Familiar with daily operations and the specific scope of the contract
Undertake any other duties as requested by the Helpdesk Operations Manager, Service & Performance Manager and Helpdesk Team Managers
PERSON SPECIFICATION Education

• Good basic education to GCSE (or equivalent standard), which will include an English and Math’s qualification.
• Leadership training would be beneficial

Training

• Very proficient in the use of Outlook, Word, Excel, Access and PowerPoint. Excel skills to include basic functions, v-lookups, etc.
• Experience of using and managing CAFM systems

Experience

• Demonstrable experience of a similar role in a helpdesk environment
• Experience of implementing change including developing processes, identifying and acting on continuous improvement opportunities
• Well-developed communication skills enabling the individual to work with Senior Managers, clients, suppliers, and staff of all levels and abilities
• Data production and analysis skills
• Able to co-ordinate resource appropriately to respond to changing priorities and targets

Aptitudes

• Excellent command of the English language demonstrated through good verbal and written communication.
• Must be detail conscious, accurate and methodical in approach.
• Strong organizational 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.
• Strong line management and leadership skills

Character

• Must demonstrate a strong sense of customer focus, and promote a sense of team spirit and good morale within the team.
• Dedicated and takes ownership
• Have a positive attitude
• 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.
• Able to communicate at all levels