Service Desk Administrator

7 days ago

Northampton, Northamptonshire, United Kingdom Northampton General Hospital Full time

Job summary

Facilities Directorate have a vacancy to provide accurate, efficient and effective Service Desk and Administration support to Northampton General Hospital NHS Trust, the wider customer population and associated supplier. Where possible, providing our customers with first line technical advice through the use of remote support tools.

Areas of focus within the Directorate include, but not limited to, the Estates Service Desk via a Computer Aided Facilities System (CAFM), administrative services in support of Estates and Facilities Contract Management alongside general administrative support.

Main duties of the job

Vacancy to provide effective, accurate, efficient and direct customer service for the Estates and Facilities Service Desk and it's wide range of customers, via the telephone and other available electronic means. To act as the interface between the services and the customers providing excellent customer care, guidance and advice, and deploying services as and when required to ensure the most effective and secure use of systems and services.

To work to provide a timely response through "first time" analysis, triage and resolution to all calls received to the Service Desk using remote support tools and departmental procedures and to ensure the accurate logging of calls and effective management of calls logged, escalating these in a timely manner when needed. To perform administration support to the department in both general admin and contract support admin alongside assisting the Executive PA when required and also includes taking Notes of Meeting for Estates technical committee meetings.

About us

Northampton General Hospital is one of the largest employers in the area and we are on an exciting journey. All our divisions are committed to doing things better, with more efficiency as we update, modernise, and advance. We have also entered a Group Model with neighbouring Kettering General Hospital NHS Foundation Trust and become University Hospitals of Northamptonshire.

Our Excellence Values

Compassion

Accountability

Respect

Integrity

Courage

We want to recruit the best people to deliver our services across the University Hospitals of Northamptonshire and help to unleash everyone's full potential. As an organisation, we value how we communicate and promote our vacancies to all communities.

The Hospital Group encourages applications from people who identify from all protected groups, especially those from BAME, Disabled and LGBTQ+ backgrounds as these are underrepresented in our hospitals.

We understand that we need to work with colleagues from diverse backgrounds and make sure the environment they work in is inclusive and collaborative.

We have active Networks that promote and support colleagues from all ensures everyone feels supported and has a sense of belonging working for Kettering and Northampton General Hospitals.

Job description

Job responsibilities

The vacancy is to provide an effective, accurate, efficient and direct customer service for the Estates and Facilities Service Desk and its wide range of customers, the telephone and other available electronic means, this is often a pressured environment with the need to manage user/customer expectations and relay information through various means of communication

Act as the interface between the services and the customers providing excellent customer care, guidance and advice and deploying services as and when required to ensure the most effective and secure use systems and services

Aim to provide a timely response through first time analysis, triage and resolution to all calls received to the Service Desk using remote support tools and departmental procedures

To take and produce accurate Notes of Meeting for Estates Technical meetings.

Ensure the accurate logging of calls and effective management of calls logged, escalating in a timely manner when needed

Assist in the implementation and development of Service Desk procedures and policies including contributing to self-help guidelines for users of the service

Contribute to the overall improvement of the Estates and Facilities Service Desk service function

Create and supply reports for the Directorate arising from data within the Service Desk system

Assist in maintaining an accurate and effective inventory of Service Desk hardware and software

Perform administration support to the department in both general admin and contract support admin along with associated duties for the Service Desk and the Executive PA to the Director of Facilities

Ensure operational stock levels are maintained and daily business processes are maintained

Identify and alert senior staff and service management to potential problems from trends or repeat incidents as derived from the service desk function

Processing of regular activity-based reports to support service needs andmanagement information requests

Responsible for performing regular security tasks

To provide information to auditors during routine inspections around Service Desk related processes

Participate in the Service Desk cover rota as necessary

Demonstrate commitment to flexible working patterns to meet the needs of the service and staff

Tackle discrimination and harassment and promote equality and diversity in the workplace

Reduce sickness absence, workplace accidents and promote zero tolerance on violence against staff

Take responsibility for personal development and education within the department.

Person Specification

Knowledge and Experience

Essential

A sound working knowledge of the Microsoft Office Suite including Word, Excel, Outlook and Powerpoint Experience of working in a Service Desk role and a busy open plan office

Desirable

Experience of operating and producing reports from a CAFM system Experience of the NHS Understanding of Information Governance and Data Protection Act

Educations, Training and Qualifications

Essential

GCSE in Maths and English NVQ in Customer Services

Desirable

IT Qualification

Skills

Essential

Ability to cope well under pressure in ever changing situations Posses analytical problem solving skills Excellent communication skills Excellent keyboard skills Ability to demonstrate the safe and correct use of IT equipment/systems Ability and experience to take and produce accurate Notes of Estates Technical meetings

Desirable

Good organisational skills and sense of responsibility Ability to quickly and accurately relay information

Key Competencies/Personal Qualities and Attributes

Essential

Ability to work on own initiative/self -motivated Flexible approach to work and new ways of working Able to deal with difficult situation directly with customers

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