Job summary
The Helpdesk function is central to providing maintenance support across the Trust Estate. The post holder will work with the Estates Supervisors and Maintenance Coordinator providing administrative assistance to support the Estates & Facilities Department as directed.
The post holder will assist in the day-to-day operation of the Estates Helpdesk via the MiCad/Zetasafe Helpdesk software system, logging job requests and chasing queries as necessary updating requesters regarding progress and outcomes. The post holder will act as a customer service link between internal and external clients, contractors and the Estates and Facilities Service.
Main duties of the job
Be the first point of contact for visitors to the Estates Department responsible for ensuring that all visitors sign in and putting them in touch with their Trust contact and issuing keys and security passes as required.
Accurately processing jobs for Trust Estates staff and Contractors using the Estates Helpdesk system to include, raising and allocating calls, monitoring active and outstanding, and closing completed jobs, highlighting issues where needed to the appropriate person.
To ensure all jobs are handled with an effective response to faults. Service user issues are addressed and actioned swiftly, liaising, supporting and working closely with the Building Maintenance, Electrical and Mechanical Supervisors, and in the interim the Maintenance coordinator (as this role may change as part of the Estates review).
About us
Our mission is to provide outstanding care for people in ways which matter to them so we are seeking outstanding people who share our Trust values of teamwork, integrity, respect and excellence.
On joining our Trust, you will be welcomed into a friendly and supportive environment invested in your ongoing training and development.
I would encourage you to read on to discover why you should join us on our journey to becoming the best performing trust in the country, and wish you all the very best in your application.
Job description
Job responsibilities
To receive incoming telephone calls, manage queries, record and pass on messages as appropriate from service users and suppliers, including wards, non-clinical departments, Trust staff and external supply companies and contractors.
Maintain contact with contractors and suppliers as required, arrange attendance to site to maintain or repair equipment and or buildings, under direction of appropriate persons, recording information via the internal logging system
To raise Purchase Orders and receipt goods to ensure prompt payment of goods and services received by the Estates & Facilities department.
To produce and maintain reports and records as necessary to monitor Trust assets, works and personnel. Assist with the physical and electronic document and record control and management, including filing, storage, update and disposal of document and records.
General office duties, to include sending/receiving emails, receive, distribute, gather and send all incoming/outgoing mail, photocopying and invoice checking on a daily basis
To provide cover for other administration Team as required and to undertake other duties commensurate with this grade of post in agreement with the relevant line manager.
Job description
Job responsibilities
To receive incoming telephone calls, manage queries, record and pass on messages as appropriate from service users and suppliers, including wards, non-clinical departments, Trust staff and external supply companies and contractors.
Maintain contact with contractors and suppliers as required, arrange attendance to site to maintain or repair equipment and or buildings, under direction of appropriate persons, recording information via the internal logging system
To raise Purchase Orders and receipt goods to ensure prompt payment of goods and services received by the Estates & Facilities department.
To produce and maintain reports and records as necessary to monitor Trust assets, works and personnel. Assist with the physical and electronic document and record control and management, including filing, storage, update and disposal of document and records.
General office duties, to include sending/receiving emails, receive, distribute, gather and send all incoming/outgoing mail, photocopying and invoice checking on a daily basis
To provide cover for other administration Team as required and to undertake other duties commensurate with this grade of post in agreement with the relevant line manager.
Person Specification
EDUCATION, QUALIFICATIONS & TRAINING
Essential
- Educated to GCSE level or equivalent, including English at Grade C or above
- An RSA, ECDL or CLAIT qualification or one year's keyboard experience
KNOWLEDGE & EXPERIENCE
Essential
- Previous administration experience
- Experience of working with computer systems, to include Microsoft Office, in a working/academic environment
- Previous experience of working within a customer focused environment
SKILLS & ABILITIES
Essential
- Evidence of secretarial skills
- Evidence of effective communication skills both written and oral
- Evidence of ability to respond quickly to changing priorities organising and prioritising own workload to meet deadlines
- Evidence of ability to work with minimal supervision
- Evidence of ability to exercise judgement when dealing with customer queries and to analyse and resolve problems
- Evidence of flexibility and ability to adapt to different areas of work
- Ability to build and maintain good working relationships within a team.
- An understanding of the meaning of confidentiality and the requirement for this to be maintained
Person Specification
EDUCATION, QUALIFICATIONS & TRAINING
Essential
- Educated to GCSE level or equivalent, including English at Grade C or above
- An RSA, ECDL or CLAIT qualification or one year's keyboard experience
KNOWLEDGE & EXPERIENCE
Essential
- Previous administration experience
- Experience of working with computer systems, to include Microsoft Office, in a working/academic environment
- Previous experience of working within a customer focused environment
SKILLS & ABILITIES
Essential
- Evidence of secretarial skills
- Evidence of effective communication skills both written and oral
- Evidence of ability to respond quickly to changing priorities organising and prioritising own workload to meet deadlines
- Evidence of ability to work with minimal supervision
- Evidence of ability to exercise judgement when dealing with customer queries and to analyse and resolve problems
- Evidence of flexibility and ability to adapt to different areas of work
- Ability to build and maintain good working relationships within a team.
- An understanding of the meaning of confidentiality and the requirement for this to be maintained
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.
