Helpdesk Operative

Our well established client is currently looking for a Helpdesk Operative to join them, initially until April 16.00 - 19.00, Monday - Friday Key Responsibilities/Accountabilities Ensuring all calls are answered within the KPI – 97% of all calls within 8 rings of the telephone, respond to electronic (email) requests within 5 minutes of receipt into the HD Mailbox Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them Dealing with client representatives such as Trust/Client Management Team, Clinical Leads, All NHS Trust Staff and All Management Record customer requests using the agreed format, ensuring all information is passed to the appropriate departments, using the CAFM system Provide accurate information to callers promptly, so that Hard FM Team comply with contractual response times Coordinating the daily work flow between all Services Team (Housekeeping, Hard FM, Porters). Proactively manage all Service Requests and Tasks, obtaining accurate information from all Services Team (Housekeeping, Hard FM, Porters). Source any additional information in order to respond to Trust staff enquiries accurately and efficiently Proactively provide customers with information on outstanding work requests Ensure service requests are passed on to the appropriate department, monitoring and recording progress in dealing with them Refer enquiries that cannot be dealt with to the appropriate individual or body using the agreed communication lines Undertake general administration to support the department, ensuring all service standards are met. A flexible approach to service provision is essential and the contents of this job description may therefore require amendment from time to time in line with working requirement Skills / Qualifications: Experience of working in a Call Centre or Similar Environment Sound Knowledge of CAFM Systems Accurate Record Keeping Strong IT skills Knowledge of Microsoft Office Educated to a High Standard Ability to manage shift patterns, being flexible Problem-Solving – able to handle complex enquiries, Desirable Experience of working in an NHS Environment Level 2 Customer Services Level 2 Business Administration Experience in a Facilities Management background, Key Competencies - Keeping Calm Under Pressure - Courteous and Friendly manner at all times - Excellent Written and Verbal Communication Skills - Good Attention to Detail and Organisational Skills - Customer Service Experience

Location: Wytham, GB

Posted Date: 2/1/2025