Help Desk Supervisor/Manager
Référence du poste
152100
Posté
09-fév-2024
Ligne de service
GWS Segment
Type de rôle
À plein temps
Centres d'intérêt
Facility Management
Localisation(s)
Milton Keynes - England - United Kingdom of Great Britain and Northern Ireland

CBRE Global Workplace Solutions is a leading global provider of integrated facilities and corporate real estate management. We are recruiting a Help Desk Supervisor/Manager

Job Responsibilities

  • Accountable for promoting, developing, and maintaining strong relationships across the Account, promoting the ‘One Team’ approach.
  • Function as the primary customer and staff interface for the Helpdesk Team.
  • Responsible for the collective Helpdesk performance, including ensuring the Helpdesk teams provide prompt and efficient service and support to enable the delivery of accurate and meaningful processes.
  • Responsible for understanding the Training Needs Analysis of the Helpdesk teams to ensure that all staff have access to training relevant to the needs of the individual and the business.
  • Ability to coach and mentor the Helpdesk Leads in order to successfully manage and develop the Helpdesk Advisors. 
  • Support the Management Team and wider business on the roll-out of any agreed processes, and incorporate any changes necessary in your duties, methods, working hours and procedures.
  • Responsible for identifying the needs of the Account and any process improvements, ensuring opportunities and weaknesses are highlighted.
  • Continual drive to improve areas of operation to maximize efficiency, to include processes, procedures, and service to both internal and external customers.
  • Responsible for achieving a high degree of customer and supplier satisfaction, applying logic and common sense to requests for assistance, ensuring that identified criteria are escalated in accordance with procedures.
  • Active attendance and input at daily TAP meetings.

Personal Experience/Qualifications/Skills

  • Contact Centre, Helpdesk, Service Centre Team Leader or Supervisor
  • People Management & Leadership
  • Team leadership in a rapidly changing environment
  • Customer focused and responsive attitude, able to deliver exceptional customer service to both internal and external customers.
  • Advanced computer skills in Microsoft Excel and Word
  • Analytical and decision-making skills
  • Excellent communication (verbal & written) skills at all levels.
Our Values 
  • RESPECT: We act with consideration for others’ ideas and share information openly to inspire trust and encourage collaboration
  • INTEGRITY: No one individual, no one deal, no one client, is bigger than our commitment to our company and what we stand for
  • SERVICE: We approach our clients challenges with enthusiasm and diligence, building long-term relationships by connecting the right people, capital and opportunities
  • EXCELLENCE: We focus relentlessly on creating winning outcomes for our clients, employees and shareholders

About CBRE Global Workplace Solutions:

As one of CBRE’s core global businesses, Global Workplace Solutions (GWS) provides end-to-end services to occupier clients across the entire lifecycle of a building. Our teams help companies improve their operations and reduce costs, through expert facilities management, project management, real estate and energy and sustainability services. Our dedicated teams work across all industries, and support clients ranging from global Fortune 500 companies to single, iconic buildings.

 CBRE Group, Inc. is the world’s largest commercial real estate services and investment firm, with 2019 revenues of $23.9 billion and more than 100,000 employees (excluding affiliate offices). CBRE has been included on the Fortune 500 since 2008, ranking #128 in 2020. It also has been voted the industry’s top brand by the Lipsey Company for 19 consecutive years and has been named one of Fortune’s “Most Admired Companies” for eight years in a row, including being ranked number one in the real estate sector in 2020, for the second consecutive year. Its shares trade on the New York Stock Exchange under the symbol “CBRE.”

 

Application Process:

Your application will be reviewed by our Talent Resourcing Team and you will be contacted if you have been successful in being short listed for the role.

Taking into consideration the costs of sponsorship, the nature of the role and the financial resources of the account in question, we are unable to offer sponsorship for this role.

No agencies please.

Please note: the job title shown above may be different to local job titles used in our business and issued on any contract of employment.

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