Helpdesk Operator
Blackpool Teaching Hospitals NHS Foundation Trust is situated on the west coast of Lancashire, with services covering the local authority areas of Blackpool, Fylde and Wyre. The Trust is part of the Lancashire and South Cumbria Integrated Care System (ICS) supporting a population of around 1.6 million people.
We have three main hospitals providing acute services to around 330,000 local residents. The organisation also provides specialist tertiary care for cardiac and haematology services, delivers community health services to over 445,000 residents including those in North Lancashire and hosts the National Artificial Eye Service across England.Plus, we provide urgent and emergency care services to an estimated 18 million people who visit the seaside resort each year. We employ over 7000 people from 68 different countries.
We welcome and encourage application from anyone with protected characteristics, as well as supporting reservists and Veterans who are looking for a rewarding and challenging career within the NHS.
Blackpool Teaching Hospitals encourages flexible working in all our roles to support staff in maintaining healthy home-life balance. Working patterns such as: part time working, self-rostering, compressed hours, annualised hours, term time, reverse term time and flexitime working can be explored.
Job overview
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.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.
Main duties of the job- 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.
Working for our organisation
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
Detailed job description and main responsibilities
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
Person specification
Qualifications
Essential criteria- Educated to GCSE level or equivalent, including English at Grade C or above or equivalent level of experience and skill.
- NVQ Level 2 Business Admin RSA, ECDL or CLAIT qualification or one year’s keyboard experience
Knowledge
Essential criteria- Good level of competence using Microsoft Office Suite, in particular, Excel, word and PowerPoint
- Able to demonstrate experience of a good level of communication skills both written and verbal.
- Good interpersonal skills
- Proven ability to accurately follow procedures
- Diary Management and database experience
- Good telephone manners and ability to record, evaluate and process.
- Previous experience working within a customer- focused environment
- Proficient keyboard skills.
- Ability to listen effectively.
- Building / FM industry-related experience
- Previous relevant administration work experience, including use of computers in the working environment, administrative knowledge and associated skills.
- Previous experience of a CAFM system.
- Experience working on busy FM helpdesk
- Good numeracy and literacy skills
Please click here to view our Care and Compassion Day video
Any invitation to interview will be sent to the email account stated on your application form.
If the role you have applied for requires a Disclosure and Barring Services (DBS) check we will administer this as part of your pre-employment checks. Please note, you will be required to repay the cost on appointment. This will be collected via a salary deduction.You can choose whether to pay this over 1-3 months from your salary or as a one-off payment on commencement in post. The level of check required depends on the role that you have been offered. Currently the charges are - Basic DBS check £25.50, Standard DBS check £25.50 and Enhanced DBS check £53.50.
You are encouraged where possible, to register for the DBS update service. This is an annual registration fee of £16. By registering for the update service you will not have the additional cost of repeated disclosures.
Should you withdraw your application, you may be required to reimburse the cost of the DBS check.
DBS checks remain free of charge for volunteer positions.
By submitting an application for this vacancy you are confirming your agreement to the above in the event you are successfully appointed.
The DBS Code of Practice can be accessed here.
Please ensure that you read the Person Specification attached below as your application will be judged against this.
Please note that every effort will be made to keep the vacancy live until published closing date, though there may be instances where such interest is generated, that for administrative reasons the post may close earlier.
Please note that in line with national NHS guidelines this Trust operates a strict non-smoking policy. Members of staff are not permitted to smoke on Trust premises or grounds at any time nor take breaks during working hours for the purposes of smoking.
The Trust does not offer interview expenses to shortlisted candidates unless indicated in the advert.