Helpdesk Operator

• 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 G4S 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 G4S Hard FM Team comply with contractual response times

  � Coordinating the daily work flow between all G4S Services Team (Housekeeping, Hard FM, Porters).

  � Proactively manage all Service Requests and Tasks, obtaining accurate information from all G4S 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 requirements

INDWH