Helpdesk Operator

Helpdesk Coordinator

Location: Leeds

As a Helpdesk Coordinator, you will play a key role in ensuring smooth day‑to‑day operations by managing reactive and planned maintenance tasks, supporting on‑site teams, and delivering a high-quality service to our clients. This is a customer-facing role that requires strong communication skills, attention to detail, and the ability to prioritise effectively.

Key Responsibilities

Customer Service & Helpdesk Management

• Act as the first point of contact for incoming calls and emails, ensuring timely and professional responses.
• Manage the CAFM system, ensuring all PPM and reactive tasks are accurately logged and assigned.
• Allocate priorities and engineers to reactive tasks, maintaining clear communication throughout the job lifecycle.
• Apply "Right First Time" principles wherever possible to resolve queries without escalation.

Quality & Performance

• Liaise daily with the Lead Engineer and Operations Manager to maintain service standards.
• Support the review of subcontractor performance and provide feedback via systems such as Ariba.
• Identify opportunities for innovation and continuous improvement across the contract.

Reporting & Administration

• Assist with monthly customer reporting and produce CAFM-related job reports.
• Update client-specific metrics and forecasting models when required.
• Log hazards and customer feedback into the QHSE Management Portal.
• Process timesheets and expenses in the absence of the Contract Support team.

Finance & Compliance

• Obtain supplier quotes and process them for client approval.
• Arrange agency cover and submit hours via the appropriate portal.
• Maintain updates in the CBRE Performance Portal.

About You

We're looking for someone who is:

• Organised - able to structure workload and stay ahead of deadlines.
• Logical - works methodically and consistently.
• Detail-oriented - ensures accuracy in all tasks.
• Assertive & confident - able to communicate clearly and effectively.
• Persistent - sees tasks through to successful completion.
• Customer-focused - prioritises customer and team needs at all times.

Why Join CBRE?

At CBRE, you'll be part of a culture that values collaboration, innovation, and professional growth. You will have access to industry-leading training and development opportunities, along with the support of a global network of experts.