Helpdesk / Contract Support

17 May 2019
14 Jun 2019
Contract Type
Full Time
Purpose of the job:

To monitor the helpdesk and respond to incoming calls / jobs as required

To assign appropriate resources (engineers) to incoming calls / jobs

To follow up engineers with regards to their assigned jobs & provide feedback to customers

To update Reactive and PPM job status on the CAFM system (Concept)

To produce weekly, monthly / ad-hoc reports as required

To assist in maintaining compliance and service records for the contract

To provide a comprehensive and flexible contract administration service.

To maintain concise records of all transactions & administer all financial aspects of the contract (PO's, WIP, Debt, Invoices, Billing etc)

Main Duties and Responsibilities

To carry out help desk duties as required to maintain the appropriate service levels.

Monitor the helpdesk and respond to incoming calls / jobs as required

Assign appropriate resources (engineers) to incoming calls / jobs

Follow up with engineers with regard to their assigned jobs & provide feedback to customers

Update Reactive and PPM job status on the CAFM system (Concept)

Provide regular reports / updates to managers, supervisors, and team leaders on both PPMs & Reactive jobs.

Produce monthly productivity and performance reports for inclusion in the monthly report

Monitor Reactive jobs & PPMs against contractual SLAs / due dates and provide early warning reports to the site management to prevent any breaches.

1. To produce weekly, monthly / ad-hoc reports as required

2. Signing off PPM's

3. To assist with the control of all financial and commercial aspects of the contract.

4. To assist in the production of supporting financial information.

5. To maintain and update both manual and computer records relating to areas for which CBRE are responsible.

6. To prepare and issue predefined reports, which form part of the contract and customer requirement.

7. To administer quality management system documentation and ensure compliance.

8. Liaise closely with the site team and head office, ensuring accurate processing of quotations, purchase orders, invoices, quotations, time sheets and holiday records.

9. To undertake general office duties relating to the contract including:

Correspondence and filing
Minutes of meetings
Preparation of reports and documentation
Updating of electronic records
Material ordering and administration
Subcontractor's administration
Raising purchase orders and ensuring that purchase orders are updated when changes occur.
Production of short-range plan information
Quote logging and processing
Collating timesheets from engineers, chasing and checking quality of data
Contract set-up (PPM / System support)
Billing application preparation
Contract escalation process
Organising staff training & maintaining training records

10. To maintain full auditable trails with for example (but not limited to) : Invoices, timesheets, material orders and goods received notes.

11. To be responsible for the commercial support on the contract and assist in the analysis of P&Ls.



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

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


Good PC based skills, with experience in Word/Excel and Outlook - intermediate to advance level.


3 years experience in a similar role.

Competent working knowledge of Microsoft packages (Word, Excel).

Background in engineering management administration.

Previous experience of a helpdesk role using Frontline, Matrix or Concept software.

Some financial / accounting experience would be an advantage.


Excellent verbal and good basic standard of written communication skills.

Attention to detail and accuracy.

Good organisational skills.

Sound numeracy and basic computer literacy.

Able to work systematically and use own initiative.

A commitment to continuous quality improvement.

Ability to work independently as well as part of a team

Must demonstrate a strong sense of customer focus.

Results / task orientated.

Excellent time management and organisational skills