Helpdesk Support Assistant
Job summary
The Post holder will be a member of the Helpdesk Team acting as the first point of contact for the Trusts 24hr helpdesk on behalf of the Trust during the hours of 8am-5pm.
To operate various systems within the Trust and be responsible for using these systems to provide information relating to:
- e-procurement
- Contracting
- EBME
- Estates maintenance
- Facilities services
- General enquires
To provide a full and comprehensive Administrative support to the Estates, Facilities and Procurement managers.
Main duties of the job
The Team member will be responsible for covering the Helpdesk on a weekly rota basis. The role includes:
Customer Service
To answer and log incoming calls to the Helpdesk using the Trusts CAFM system following set scripts for each service. Taking the appropriate action to manage, resolve and complete the call within the timescale agreed. Keeping track of outstanding jobs and progress chase, follow up and complete.
To message take and process electronically in a timely manner. To support customers in all avenues of Helpdesk support, from raising a job request, to ID Badges and Room Booking queries
About us
Employees, workers, and / or contractors will be expected to uphold the values of the Trust and exhibit the expected Trust behaviours aligned to the Trust's values. Individuals have a responsibility to ensure that they display the Trust values and behaviours in carrying out their job and that individuals feel able to challenge (or raise a challenge) when other colleagues' behaviours breach the spirit of Trust values.
Job description
Job responsibilities
1.1 Take incoming calls, logging and assigning tasks to the relevant Persons (Internal teams or Contractors) on the Trusts CAFM system.
2.1. Take calls from members of staff reporting sickness/absence and inform the relevant line manager.
3.1 To attend Workshops and on-going PDP
4.1 The jobholder will be required to be flexible, reactive and proactive to the ever-changing departmental needs and customer requirements and adapt accordingly
Person Specification
Education/Qualifications
- Educated to good standard of education, attaining a minimum of GCSE grade C in Maths, English & IT or equivalent key skills qualification.
Experience
- Experience of working within Estates and Facilities Services or other admin role within the NHS or similar large complex multidisciplinary organisation
- Customer Service/Call Centre Experience
- Experience of working with and instructing contractors and suppliers.
- Experience of developing good relationships with stakeholders
- Experience in operating and maintaining various facilities management systems such as a CAFM.
- Experience in producing and updating reports with the use of excel and other formats
Knowledge
- Experience in CAFM and other software systems
- Understanding of E&F services including both Hard and Soft FM service.
- Have a good understanding of basic microsoft packages such as word and excel.
- Comprehensive IT Skills
- Specific knowledge and clear understanding of KPI's and workforce compliance
Skills/Personal Qualities
- Excellent prioritisation skills
- Excellent communication skills
- Excellent IT / keyboard skills to produce a variety of reports using all Microsoft applications
- Competent in the use of social media applications for use in virtual teams; eg. Microsoft Teams.
- Have the ability to follow and uphold the relevant procedures and manuals.
- The ability to identify problems and come up with solutions
Disclosure and Barring Service Check
This post is subject to the Rehabilitation of Offenders Act (Exceptions Order) 1975 and as such it will be necessary for a submission for Disclosure to be made to the Disclosure and Barring Service (formerly known as CRB) to check for any previous criminal convictions.
Certificate of Sponsorship
Applications from job seekers who require current Skilled worker sponsorship to work in the UK are welcome and will be considered alongside all other applications. For further information visit the UK Visas and Immigration website.
From 6 April 2017, skilled worker applicants, applying for entry clearance into the UK, have had to present a criminal record certificate from each country they have resided continuously or cumulatively for 12 months or more in the past 10 years. Adult dependants (over 18 years old) are also subject to this requirement. Guidance can be found here Criminal records checks for overseas applicants.
Employer details
Employer name
Black Country Healthcare NHS Foundation Trust
Address
Penn Hospital
Penn Road
Wolverhampton
WV4 5HN
https://www.blackcountryhealthcare.nhs.uk/
- Company
- Black Country Healthcare NHS Foundation Trust
- Location
- Wolverhampton, United Kingdom WV4 5HN
- Employment Type
- Permanent
- Salary
- £22816.00 - £24336.00 a year
- Posted
- Company
- Black Country Healthcare NHS Foundation Trust
- Location
- Wolverhampton, United Kingdom WV4 5HN
- Employment Type
- Permanent
- Salary
- £22816.00 - £24336.00 a year
- Posted