Job Title

Helpdesk Agent

Job Description Summary

Cushman and Wakefield are looking for an experienced individual to join their team as a Helpdesk Agent.

This role can be based in Manchester or Leeds, and has the option to be fully remote.

In this role you will be first line of contact for any HelpDesk queries, and must deliver a first-class service in a confident, direct approach. You should be able to perform in a fast-paced environment and manage challenging situations intelligently by offering instantaneous resolutions.

Job Description

Your main responsibilities:

• Build, maintain and enhance relationships directly with our internal/external Clients, Suppliers and Operations teams
• Respond to Clients (Internal/External) in a professional and timely manner
• Support other team members to ensure interactions are actioned
• Managing and Monitoring work orders for response and completion to ensure adherence to meet the contractual SLA’s/KPI’s
• Triage jobs to ensure they are captured correctly in relation to Work Type etc, and where applicable ensure it is allocated to the correct operational resource to complete the task
• Raise PO’s to in our internal system Yardi
• Ensure relevant back up paperwork is provided and recorded
• Gain necessary approval when spend limits are reached
• Record Complaints immediately in the system and bring to the relevant managers attention
• Logging reactive requests received via Email and/or Phone
• Raising PO’s
• Provide reports and management information on status of work orders
• Ensure to monitor, action, and process any emails on the company email account
• Answer and manage UK Switchboard calls
• Attend regular One to One Meetings

Required skills for the position:

• Experience within a Helpdesk or Customer Service would be an advantage
• Must have experience dealing with phone calls professionally
• Experience in quality and performance systems (CAFM/Microsoft/Teams/Sharepoint)
• Strong communication and customer service skills
• Ability to prioritise tasks especially when under pressure
• Able to build relationships and gain trust with customers and colleagues

This is a fantastic opportunity to join an industry leading company that champions its employees growth and success.

INCO: “Cushman & Wakefield”