Helpdesk Operator | Blackpool Teaching Hospitals NHS Foundation Trust
Blackpool Teaching Hospitals NHS Foundation Trust Blackpool
Please note that this role is advertised on behalf of Atlas BFW Management Ltd (Atlas), a wholly-owned subsidiary of Blackpool Teaching Hospitals NHS Foundation Trust and as such, successful applicant(s) will be on Atlas Terms and Conditions.
and providing updates regarding progress and outcomes. In addition, the post holder will be expected to respond to general telephone inquiries, received via the company’s website inquiry line number and to provide a reception and administration service, receiving visitors and staff to the estate's department.
Staff across the Company
Atlas Estates staff
Head of Estates
Estates Manager – Acute Services
Estates operational and functional maintenance leads across the organisation
Admin & CAFM Support Lead
Contractors
responsible for ensuring that all visitors sign in, putting them in touch with the appropriate staff
number and provide telephone support, signposting, practical advice, and guidance as appropriate.
Ensure that relevant and appropriate documentation is kept up to date.
For further information about Atlas, please visit: www.bfwml.co.uk
As an integral member of the estate's team, the post holder’s role is key to helping Atlas achieve excellent customer service, consistently.Acting as the customer service link between internal and external clients, contractors and estates and medical engineering service, the post holder will provide a flexible and comprehensive administrative and business support service to the organisation; and will ensure that the help desk is
covered as appropriate.
The Helpdesk function is central to providing effective, timely maintenance support to both the Atlas estates and medical engineering services, including, logging job requests, chasing queries as necessaryand providing updates regarding progress and outcomes. In addition, the post holder will be expected to respond to general telephone inquiries, received via the company’s website inquiry line number and to provide a reception and administration service, receiving visitors and staff to the estate's department.
- Assist in the day-to-day operation of the Helpdesk by acting as the first point of contact for all maintenance and repair enquiries relating to all Atlas functional departments, including the estates and medical engineering divisions.
- Log all requests via the Computer Aided Facilities Management (CAFM) system, QFM and / or other appropriate software and ensure that all relevant information is obtained and recorded.
- Ensure that all requests are categorised accurately and are prioritised following the corresponding, appropriate impact and urgency scores.
- Provide help desk support and resolve queries promptly and in line with Atlas standards, procedures and contractual service level agreements.
- Ensure that all incidents are assigned by a supervisor within the contractually agreed timeframe to ensure compliance with the KPI.
- Provide support and advice to the Helpdesk service users including Atlas staff and NHS Client Trust staff.
- Maintain contact with contractors and suppliers as required, arrange attendance to site to maintain or repair equipment and or buildings, under the direction of appropriate persons, recording information via the internal logging system.
To develop and maintain effective close working relationships and communicate regularly with a wide
range of internal and external stakeholders, including: Client staff, across a wide range of disciplines. Staff from Blackpool Teaching Hospitals NHS
Foundation Trust (The Trust) and University Hospitals Morecambe Bay (UHMB).
General AtlasStaff across the Company
Atlas Estates staff
Head of Estates
Estates Manager – Acute Services
Estates operational and functional maintenance leads across the organisation
Admin & CAFM Support Lead
Contractors
Medical Engineering staff
Be expected to be the first point of contact for visitors to the Estates Department and will beresponsible for ensuring that all visitors sign in, putting them in touch with the appropriate staff
contact and issuing keys and security passes as required.
Respond to all general telephone inquiries, received via the company’s website inquiry linenumber and provide telephone support, signposting, practical advice, and guidance as appropriate.
Ensure that relevant and appropriate documentation is kept up to date.
Always provide client-focused business support
This advert closes on Thursday 13 Feb 2025
Blackpool Teaching Hospitals NHS Foundation TrustBlackpool
and comprehensive administrative and business support service to the organisation; and will ensure that the help desk is
covered as appropriate.
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