Job Title

Helpdesk Analyst

Job Description Summary

Act as main point of contact between team/client to control processes and assist communication, wherever possible

Liaison with clients and 3rd parties i.e. landlords, tenants, and their agents to ensure uninterrupted use of the client’s premises, effectively acting as the intermediary between landlord and tenant
Sourcing of leases/documents/plans/photographs from clients and their advisers
Such other duties as reasonably required
Assist in the delivery of monthly KPI and other reports as required
Comply with all clients’ and Cushman & Wakefield’s internal processes and data quality controls
Efficient management of their own workload
Knowledge sharing and effective communication with their team members
Production and presentation of regular and ad-hoc reports
Holding and/or attending to ad-hoc and reoccurring meetings
Managing and being part of the back-up system within the team
Creation and handling of the training materials (e.g. regular maintenance of L5 documents)
Managing and taking part in the training of the new joiners

Job Description:

Daily and other BAU tasks to deliver:

• Manage the helpdesk for C&W client properties which includes acting as the first point of call for maintenance queries
• Arrange surveyor/landlord inspections for C&W client properties, ensuring strict security procedures are adhered to
• Maintain records for all inspections
• Manage and maintain a Web based job tracker which records maintenance issues, ensuring updates are provided and relevant details are passed to surveyors
• Consult leases to determine who is responsible for maintenance repairs and liaise with managing surveyors to confirm responsibility
• Contact landlords and tenants to ensure issues are dealt with appropriately and efficiently
• Liaise with and log jobs to external Facilities Managers ensuring deadlines are met and accurate and detailed information is provided
• Where appropriate, provide advice/support to other team members to enable and ensure their contribution to outputs and adherence to procedures

INCO: “Cushman & Wakefield”