Apply for Helpdesk Operative Job On Vita CV
Helpdesk Operative
Job Posted: 7 days ago
Salary: £ 29,241.6/Annum
Job Type: Temporary
Location: Oxford, Oxfordshire
Expire in: 20 days
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 ExperienceBefore You Apply
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