Helpdesk Scheduler

Job summary

To support the defect call logging operation, ensuring all maintenance calls/reports are recorded and dealt with in a timely, effective and courteous manner, in accordance with operational policies and protocols, seeking appropriate detail and providing advice to service users regarding their reported issue.

To be knowledgeable in all aspects of estates service provision (on multiple contracted sites) and trade classifications to support Estates Officers and enable the correct allocation of all reactive and planned maintenance tasks.

Main duties of the job

• Be a central point of contact for customers/clients.
• Help new users of Backtraq and Micad systems to be able to log a call using the web-based portals.
• Process reactive maintenance requests ensuring sufficient detail is obtained (location, work type, etc) to ensure no duplication and to enable a swift and effective response.
• Be aware of planned maintenance tasks, associated requirements and the characteristics of each trade type to ensure correct allocation.
• Liaise with Estates Managers and Supervisors to arrange the timely response and completion of requests.
• Input daily timesheets to Backtraq and Micad systems, obtain correct information re: attendance to ensure correct allocation of time is attributed to each staff member for recharging purposes.
• Create new dockets for out of hours calls / emergencies, investigating and obtaining relevant information to assist Estates Officers.
• Investigate and provide help and advice to clients, supervisors and craft operatives, such as access times and availability of labour.

About us

QE Facilities (QEF) is a wholly owned subsidiary company of Gateshead Health NHS Foundation Trust (GHNT), based in the North East of England.

We provide a range of non- clinical services to GHNT and other NHS organisations. Our services include: estates, facilities services, procurement, medical engineering and devices, endoscopy decontamination and sterile services, transport, out-patient pharmacy, and prevention & management of violence & aggression training (PMVA).

In addition we provide consultancy services, advising clients on all aspects of establishing a subsidiary company within an NHS body to the provision of VAT compliance advice.

QE Facilities work to their own Terms and Conditions and these are not the same as Gateshead Health NHS Foundation Trust Terms and Conditions. This is not an Agenda for Change Pay Rate.

We do not hold a sponsorship licence and are unable to offer employment under any sponsorship arrangement.