Service Desk Operator

The post holder will effectively operate the Service Desk and progress the service requests for Royal Berkshire Foundation Trust (RBFT) Estates Department. The post holder will monitor the service provider performance through KPIs and SLAs. The post holder will be working to procedures, processes and standards set by the Service Desk and Building Manager and agreed by the Trust to ensure the consistent delivery of the services.

Duties to include but not limited to:

· Act as first point of estates contact for internal and external enquires made by staff members, members of the public, contractors and suppliers.

· Respond to all requests in a timely and courteous manner, maintaining services operated through the service desk function, demonstrating a professional customer

focused approach in person, by telephone and by electronic means.

· To accurately operate and input tasks/ requests on systems used across estates and facilities including but not limited to MICAD CAFM systems, ensuring the information entered reflects the clients requirements and as such is prioritised accordingly, running reports when required.

· Liaise with the appropriate service manager, clinical and non/clinical colleagues, in house team, contractors and hospital staff to promote the estates administration function.

· Call out external organisations as and when required to support the work plan and planned preventative maintenance schedule.

· Participate in the Service Desk rota to support implementation of OOH generator tests on a monthly basis.

· At the direction of the Service Desk Manager and Building Manager, assist in the operation of the general office duties including but not limited to, operating a bring forward system, word processing prepared text, photocopying and scanning documents, filing, handling routine correspondence and sending packages and responding to e-mail enquiries.

· Assist on maintaining accurate records for the management of the Estates functions, supporting the collaboration of relevant works folders to ensure compliance of all works carried out on site by in-house or external organisations.

· Assist with the maintenance of local records for contracts and services including operating system to assist relevant managers in ensuring timely updates to work requests and delivery times.

· Operate handheld radios to dispatch fabric engineers to reactive works and liaise with clinical colleagues to make necessary access arrangements for works to take place.

· Arrange room booking requests through the Trusts room booking system.

This role may require you to show evidence of vocational level 3 qualification or at least 2 years relevant experience.

You’ll learn the following whilst working at the trust:

1. An in depth understanding of the roles and responsibilities involved in working within the NHS

2. Knowledge of the systems used, to effectively complete your role to the highest standard at all times

3. A sense of teamwork, gained through working alongside and supporting colleagues from all levels, within the organisation

You’ll have the following skills/experience:

· Excellent verbal and written communication skills

· Developing effective reactive maintenance programmes.

· Good computer / keyboard skills including Word, Excel and specialist programmes, able to self-serve.

· Able to effectively communicate with senior management including meaningful management reports.

· NHS experience (desirable but not essential), By joining us you can look forward to a choice of flexible Bank shifts across any of our client Trusts in England, as well as the ability to develop professionally and gain experience in several wards or areas.

· Competitive pay rates- work this week, get paid next week, · Varied working options to suit your lifestyle- access to the Bank gives you options of ad hoc shifts or longer-term placements

· Training and development opportunities- Keep up with the essentials and more

· Build holiday allowance for every shift you work- your work life balance is important to us

· Stakeholder pension scheme available- a flexible future for you and yours

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