Helpdesk Operative

An exciting opportunity has arisen to join University Hospitals Plymouth NHS Trust, Hotel Services team as a Helpdesk Operator.

We are looking for an enthusiastic and motivated individual to help man our very busy Helpdesk receiving requests from across the hospital site for support with Portering, Cleaning and Housekeeping, Patient Catering and Linen Services.

A passion for customer satisfaction and excellent organisational skills are a must as you will work as part of the Hotel Services Helpdesk and Portering team to ensure the delivery of hotel services support to the wards and Departments and throughout the 24 hour period/7 days per week.

The successful applicant will also be required to cover various portering shifts when required and will need to be able to work various shifts through a 24 hour period/7 days per week.

This is a full-time, 37.5 hours per week post
- managing the Helpdesk phones
- recording requests on the Task Management system and issuing job numbers
- communicating with and allocating tasks to the portering team
- updating the Task Management system when requests are completed
- responding to and allocating staff for emergency situations
- communicating with callers to update them on the status of their request
- receiving and forwarding calls to the Management Team
- issuing keys and maintaining a key log
- issuing tasks and sign-off sheets to the cleaning teams

As a Team, we share and uphold the organisation’s values in all that we do:
Put Patients First

Take Ownership

Respect Others

Be Positive

Listening, Learning and Improving

If you share these values and feel that you can contribute to our Team and the service we provide, this is a fantastic career opportunity.

**Preference will be given to internal Trust staff, as well as ‘Priority’ and 'At Risk' status including NHS At Risk staff throughout Devon who are able to display recent relevant experience as dictated by the Person Specification.**
- To provide an efficient and professional Helpdesk service
- To deliver excellent customer service to all users
- Call handling - answering enquiries forwarding traffic to requested locations
- Receive calls to helpdesk and follow agreed procedures for recording, initiating action, responding to customer and updating the task management system
- Responsible for paging systems, emergency and alarm calls, as per agreed policies and protocols
- In the event of a breakdown of the system operate contingency plans
- Follow agreed procedure to activate Helpdesk job processes.
- To issue and sign back keys as required
- Follow agreed policies with regard to Major incidents, Fire alarms, Cardiac Arrest etc
- Liaise with wards and departments over helpdesk queries
- Ensure that portering staff are deployed efficiently and breaks are allocated within the needs of the service
- Issue various documentation to cleaning teams
- Comply with trust policies and procedures and operational changes that may be implemented for the development of the service
- Maintain all required records and paperwork ensuring they are completed in line with Health and Safety, Quality and Trust policies and procedures.
- Participate as a full member of the team, through supporting and carrying out training, working flexibly as required to cover other members of the team.
- Ensure all records are kept accurately and confidentially
- To report any Health and Safety hazards around the site as per procedures
- To attend meetings and play an active part of the team by recommending service improvements
- Support the portering team with assisting with patient/equipment movements at times when the service requires support
- Undertake other ad hoc duties as prescribed by the Manager and within scope of skill and capability.