Job summary
Support the mechanical, electrical and building trades operations and maintenance work across the Trust's sites as directed by line management. This includes activities that are demanding and/or non-routine, ensuring compliance with Trust safety standards, policies and procedures.
To respond to incoming calls and email/Voicemail/Intranet received by the Estates Help Desk in a helpful and courteous manner, obtaining accurate and comprehensive information on the user and the problem to agreed performance targets in line with procedures.
To contribute to the effective operation of the Estates Help Desk and the CAFM system.
To action Help Calls with 3rd Party help Desks, as required and in line with procedures.
To undertake administration duties to support Estates & Facilities.
To log New Works requests on the CAFM system for the Projects Department.
Main duties of the job
-
- Help Desk
- To respond to incoming telephone calls, Voicemail, Intranet and emails to the Help Desk regarding customers faults/enquiries/new works and log into the database according to procedures.
- To respond to customers in a helpful and courteous manner.
- To obtain comprehensive information regarding the customer's fault/enquiry/new work request, acquiring specified data sets, and accurately log into the database according to procedures. Also ensuring that the customer is made aware of their job number.
- To Assign work/jobs to the appropriate engineer, trade or department for all building/engineering help requests when requested.
- To make initial judgement and prioritise help requests in line with procedures
About us
Oxford University Hospitals NHS Foundation Trustis one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.
The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.
Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community.We call thisDelivering Compassionate Excellenceand its focus is on our values of compassion, respect, learning, delivery, improvement and excellence.These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via theOUH YouTube channel.
Job description
Job responsibilities
- To respond to incoming telephone calls, Voicemail, Intranet and emails to the Help Desk regarding customers faults/enquiries/new works and log into the database according to procedures.
- To respond to customers in a helpful and courteous manner.
- To obtain comprehensive information regarding the customers fault/enquiry/new work request, acquiring specified data sets, and accurately log into the database according to procedures. Also ensuring that the customer is made aware of their job number.
- To Assign work/jobs to the appropriate engineer, trade or department for all building/engineering help requests when requested.
- To make initial judgement and prioritise help requests in line with procedures
- To ensure data input is accurate, paying attention to detail.
- To respond to customers requests for information regarding outstanding tasks, ensuring that information provided is clear, concise & Accurate.
- To be proactive in informing Estates Managers and others of all unusual or urgent situations that may require urgent action or attention.
- To undertake data quality checks within the database as required.
- To update database key personnel information as requested.
- To apply knowledge of the database to enable multiple call handling.
- To apply good telephone and proficient keyboard skills in order to handle high volumes of calls.
- To progress calls with the 3rd Party Help Desks, including Bouygues and G4S Service Desks, in line with procedures.To maintain all helpdesk related paperwork and filing systems in line with current procedures.
- To escalate calls in line with procedures.
- To maintain understanding and awareness of Help Desk policies and procedures, and related service agreements.
- To successfully handle non routine customer enquiries.To undertake a wide range of outgoing calls to customers and third parties to gather and share prerequisite data sets, as required.
- To share knowledge with, and provide training to, other members of the Team as appropriate.
- To provide cover for other members of the team as appropriate during times of sickness or annual leave.
- To assist senior members of the team as required.
- To manage the distribution of Contractors car parking permits.
- To manage the signing out and distribution of plant room keys
- To manage the call out paperwork systems supporting external contracts for Pest Control, Lift Maintenance and Sterilizer Maintenance
- To maintain accurate and relevant central filing in line with Trust guidelines.
- To deal with a wide range of telephone and personal enquiries.
- To plan and prioritise personal workload ensuring deadlines are met and quality maintained.
- To undertake other duties that are considered to be within the general scope of the post, as required by the Senior Operational Estates Manager.
- To take part in the effective delivery of Estates & Facilities services to the organisation and third parties, adopting a can do attitude, which maximises use of resources through appropriate and timely allocation and is enabling and supportive to our customer base
- To undertake administrative duties to support the efficient running of Estates & Facilities Services.
- Communicate with all levels of staff across the organisation, ensuring that complex information is communicated in an easy to understand way to staff who are not specialists;
- Communicate to a variety of external organisations, contractors, suppliers etc. on a daily basis or as required to ensure that projects etc. are progressed in accordance with plans;
Job description
Job responsibilities
- To respond to incoming telephone calls, Voicemail, Intranet and emails to the Help Desk regarding customers faults/enquiries/new works and log into the database according to procedures.
- To respond to customers in a helpful and courteous manner.
- To obtain comprehensive information regarding the customers fault/enquiry/new work request, acquiring specified data sets, and accurately log into the database according to procedures. Also ensuring that the customer is made aware of their job number.
- To Assign work/jobs to the appropriate engineer, trade or department for all building/engineering help requests when requested.
- To make initial judgement and prioritise help requests in line with procedures
- To ensure data input is accurate, paying attention to detail.
- To respond to customers requests for information regarding outstanding tasks, ensuring that information provided is clear, concise & Accurate.
- To be proactive in informing Estates Managers and others of all unusual or urgent situations that may require urgent action or attention.
- To undertake data quality checks within the database as required.
- To update database key personnel information as requested.
- To apply knowledge of the database to enable multiple call handling.
- To apply good telephone and proficient keyboard skills in order to handle high volumes of calls.
- To progress calls with the 3rd Party Help Desks, including Bouygues and G4S Service Desks, in line with procedures.To maintain all helpdesk related paperwork and filing systems in line with current procedures.
- To escalate calls in line with procedures.
- To maintain understanding and awareness of Help Desk policies and procedures, and related service agreements.
- To successfully handle non routine customer enquiries.To undertake a wide range of outgoing calls to customers and third parties to gather and share prerequisite data sets, as required.
- To share knowledge with, and provide training to, other members of the Team as appropriate.
- To provide cover for other members of the team as appropriate during times of sickness or annual leave.
- To assist senior members of the team as required.
- To manage the distribution of Contractors car parking permits.
- To manage the signing out and distribution of plant room keys
- To manage the call out paperwork systems supporting external contracts for Pest Control, Lift Maintenance and Sterilizer Maintenance
- To maintain accurate and relevant central filing in line with Trust guidelines.
- To deal with a wide range of telephone and personal enquiries.
- To plan and prioritise personal workload ensuring deadlines are met and quality maintained.
- To undertake other duties that are considered to be within the general scope of the post, as required by the Senior Operational Estates Manager.
- To take part in the effective delivery of Estates & Facilities services to the organisation and third parties, adopting a can do attitude, which maximises use of resources through appropriate and timely allocation and is enabling and supportive to our customer base
- To undertake administrative duties to support the efficient running of Estates & Facilities Services.
- Communicate with all levels of staff across the organisation, ensuring that complex information is communicated in an easy to understand way to staff who are not specialists;
- Communicate to a variety of external organisations, contractors, suppliers etc. on a daily basis or as required to ensure that projects etc. are progressed in accordance with plans;
Person Specification
Shortlist offline
Essential
- 0 for rejected, 2 for interview
Person Specification
Shortlist offline
Essential
- 0 for rejected, 2 for interview
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.
