• Receive and process calls/jobs on Elogbooks
• Raise and allocate work orders to the GWS engineers and/or subcontractors
• Track job progress against pre-determined KPI's including maximum allowable response and rectification times, and implement escalation procedures
• Report back to both clients and the contract team via Elogbooks on job progress and completion.
• Manage Elogbooks through the reactive job life in a timely and professional manner
• Answer calls and respond to or distribute business emails either on personal or Helpdesk email inbox in a timely fashion.
• Ensure all Reactive requests - callouts or quoted works are raised on Elogbooks with the correct priority/engineer assigned.
• Liaise with Teams and Managers daily/weekly to ensure quality of service is maintained
• Manage the team's engineers to ensure jobs are completed within the SLA.
• Actively identify/implement innovation across the contract to enhance performance and continue to meet client expectations
• Promote and maintain CBRE culture

Skills: Elogbooks Management, Work Order Allocation, KPI Tracking, Client Communication, Helpdesk Support, SLA Compliance, Team Coordination, Process Improvement

• Provide excellent helpdesk support through the Delivery Tool and internal systems, ensuring the company support process is followed effectively
• Ensure all support tickets are logged and assigned to the team within the SLA’s
• Ensure all support tickets are updated and closed within the SLA’s
• Assisting with implementation issues and 2nd line support where required.
• Manage the tracking and documentation of key client contacts
• Support the configuration specialists with Helpdesk tickets support the project managers with managing the client feedback tool permissions.
• Produce documentation for client training where required
• Produce management reports on support levels and customer interaction with the Helpdesk
• Monitor quality of work and service, always ensuring the highest standards
• Ensure excellent communication internally
• Assist with the onboarding process related to new hardware and software setup, and the offboarding process related to hardware and software termination.

Skills: Helpdesk Support, Ticket Management, SLA Compliance, 2nd Line Support, Client Contact Tracking, Documentation & Reporting, Internal Communication, Onboarding & Offboarding Support

• Assist in compiling the monthly facilities management report
• Be the initial point of contact for finance on the contract (raising purchase orders, invoicing)
• Help support the delivery of planned and reactive maintenance
• Support/cover the helpdesk functions daily due to shift patterns, or to cover in the absence of the Helpdesk Operative
• Chase internal and external persons responsible for outstanding work requests on the help desk
• Monitor and record the feedback of site operatives to helpdesk requests and to ensure customer satisfaction with the service
• Assist with the administration of subcontractors and suppliers
• Provide a high level of customer service to clients
• Work collaboratively within a small team to achieve shared objectives
• Receive and make welcome all visitors to the site, ensuring they are appropriately hosted, and their visit is planned correctly
• Prepare any required reports generated from the CAFM systems
• Provide general administrative support to the contract
• Carry out all reasonable tasks that may be requested from time to time

Skills: Facilities Reporting, Financial Administration, Maintenance Support, Helpdesk Coverage, Work Request Coordination, Subcontractor Administration, Customer Service, Team Collaboration

• Troubleshoot and resolve issues related to technical difficulties with hardware, software, and network via telephone, email, or ticket portal
• Handle workstation issues, including Active Directory, backups, email, security, Windows, Mac, etc.
• Set up and deactivation of computers and accounts for new hires and terminated employees
• Proactively and on time, liaise and resolve ongoing issues
• Document issues for end users to be shared for future reference
• Recognize and diagnose hardware issues that need to be replaced
• Communicate effectively and build/maintain relationships at all levels with internal and external customers
• Embrace high-performance culture and maintain high levels of ownership and accountability for all Helpdesk calls
• Attend and participate in any relevant training courses
• Develop tools and ideas to improve Helpdesk efficiency and productivity
• Design and draft knowledge-based articles to share and provide information to help create self-solutions for customers

Skills: Technical Support, Device Management, Account Administration, Issue Documentation, Client Relations, Service Ownership, Process Improvement, Knowledge Sharing

• Provides PC-related technical support by resolving software issues through expertise in MS Windows, TCP/IP, VPN, viruses/malware, printers and peripherals, managing system accesses, etc..
• Notifies help desk ticket supervisor of tickets requiring escalation out-of-scope or advanced hardware and software issues, which need to be referred to Corporate Desktop Support technicians or Regional Field Services technicians.
• Uses remote control software (such as LogMeIn, TeamViewer, or Skype for Business) to troubleshoot computers and resolve issues
• Resolves IT support issues as part of a Help Desk team, responding to daily operational support issues via help desk tickets and phone calls
• Notifies the ticket supervisor of any tickets needing escalation
• Identifies, researches, documents, and recommends escalations for any complex technical problems
• Advises customers on IT best practices and hardware, and software care and maintenance
• Provides training for new Level I and Level II specialists
• Serves as a point of escalation for the Service Desk Specialist, Level I technician
• Coordinates with other team members and departments
• Takes ownership of customers and tickets to deliver global support services to the user community

Skills: PC Support, Ticket Escalation, Remote Troubleshooting, IT Issue Resolution, Problem Escalation, IT Advising, Staff Training, Team Coordination

• Related experience in computer support activities
• Knowledge of Windows 10, MS Office products, and Office 365
• Working knowledge of Active Directory
• Hold IT certifications (MCSA, MCSE, CCNA, A+, N+, etc.)
• Experience troubleshooting with smartphones, MiFi, tablets, and similar equipment
• Excellent analytical and technical skills
• Ability to maintain confidentiality for customers, employees, and business
• Strong verbal and written communication skills
• Excellent customer service skills
• Ability to multitask between helping customers, assigning priorities, and answering correspondence
• A positive approach, with the determination to succeed

Qualifications: BS in Network Administration with 2 years of Experience

• Demonstrated experience with infrastructure (Servers, NAS, SAN)
• Experience working with laptop imaging
• Experience working with desktop deployment of Software
• Working knowledge of Ivanti products
• Have a sense of humor and love technology
• Strong IT technical skills and understanding, including documentation skills
• Proven ability to work in a high-pressure environment, balance competing priorities while working effectively as part of a small team
• Excellent interpersonal skills with the ability to explain complex and technical information in user-friendly language
• Well-developed communications skills at all levels of an organisation
• Ability to prioritize and keep track of simultaneous tasks and deadlines.
• Ability to quickly learn new technologies 

Qualifications: BS in Management Information Systems with 1 year of Experience

• IT experience in a Windows environment
• Understanding of networking operating systems, topologies, security, Ethernet, TCP/IP, DHCP, DNS, WINS, and remote communications
• Knowledge of Windows servers, network equipment, personal computers, and other IT hardware.
• Experience with an IT organization with multiple locations
• Must be proficient with Microsoft Office and Windows 10
• Must have worked with O365 in a corporate environment
• Entry-level programming skills (preferably SQL)
• Must be able to manage multiple tasks/projects simultaneously and work independently
• Must be self-motivated, professional, and positive in approach.
• Possesses proven problem-solving and critical thinking skills
• Technical certifications such as MCP, A+, MOUS, MCDST, or CCNA

Qualifications: BS in Information Technology with 3 years of Experience

• Demonstrating technical knowledge and good deductive reasoning skills
• Working knowledge of networks and common software.
• Strong help desk diagnosis and troubleshooting skills.
• Experience with Windows, configuring print servers, and TCP/IP networking.
• Experience with WAN and VPN networks, firewalls, and routers.
• Experience with file server, Intranet, backup, server anti-virus, and update management.
• Proven track record of excellent customer service and follow-through.
• Current certification holders, such as A+, Network+, and others
• Able to speak effectively before groups of customers or employees of the organization, with strong written and verbal communication skills.
• Ability to adapt to a changing environment, and work effectively both independently and on a team
• Flexible in handling assignments and attention to detail.

Qualifications: BS in Cybersecurity with 4 years of Experience

• Work experience in a similar position, preferably in an international environment with IT support over multiple locations
• Strong IT skills and an affinity for technology
• Experience in managing Windows and Mac OS systems
• Experience with handling end-user equipment (e.g., Laptop, PC, monitor, printer, mobile devices) as well as their ongoing maintenance and protection (e.g., MDM, virus protection, security patches, software updates, administration)
• Experience in administrating networks, e.g., servers, routers, and network topologies
• Strong expertise in Microsoft 365 system administration, including Active Directory and Microsoft Endpoint Manager
• Highly organised, detail-oriented, consistent, and accurate
• Service-oriented, strong problem-solving skills, excellent communication skills
• Fluency in both written and spoken English
• Ability to produce clear technical documentation for both technical and non-technical audiences.
• Patience and the ability to educate users on how to avoid or resolve problems.

Qualifications: BS in Computer Science with 5 years of Experience