Helpdesk Senior Analyst

Other professional qualifications required for filling the position: 

• BSC/MSC degree is required 

• 1 year client care or real estate operation experience in international environment is required 

Foreign language skills required for filling the position: 

• English language upper intermediate  

• Knowledge of any other European language is an advantage 

Required skills for filling the position: 

• Strong IT literacy  

• Intermediate MS Office 

• Excellent written and verbal communication skills  

• Excellent problem-solving skills 

• Strong analytical mindset  

• Able to work independently and in a team 

• Strong work ethic 

• Flexibility during times of change 

• Ability to effectively prioritize and execute tasks in a high-pressure environment 

• Proactive, enthusiastic and willing to learn 

Responsibilities of the jobholder: 

• 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 

Regular tasks: 

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