IT Job Pro

Helpdesk Operative

Viewed 0 times

Job Description

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

Job Summary

wave-1-bottom
Oxford Location
IT Job Pro

Similar Jobs

The largest community on the web to find and list jobs that aren't restricted by commutes or a specific location.