Helpdesk Supervisor

The Helpdesk Supervisor will provide support to the Operational Estates Department in delivery of their services, providing a full schedule of planned and reactive maintenance to Harrogate and District NHS Foundation Trust.

The post holder will be required to undertake a range of duties, including: administration of works requested via the Computer Aided Facilities Management (CAFM) system, dealing with phone enquiries and relaying messages to the operational team and managers, allocation of urgent works to the operational team, dealing with general enquiries, management of contractors reporting to site, issuing keys and identification passes, ensuring site inductions are completed, processing requisition orders and liaising with suppliers, preparation of reports, general administration as required.

The post holder will be required to demonstrate excellent organisational and interpersonal skills, and have the ability to deal with enquiries in a positive and helpful manner, whilst continuing to manage their own workload.
- Operate the Estates Helpdesk, and deal with all telephone enquiries relating to: - reactive maintenance requests
- minor new works
- general enquiries
- logging information using CAFM system and databases
- escalation of priority issues to relevant colleague
- preparation of reports from CAFM system
- Manage the reception duties of the Estates Helpdesk, meeting contractors and internal colleagues, providing information and signing in.
- Manage and prioritise tasks in a timely manner regarding the urgency of work requests, as indicated by the caller.
- Assign tasks to the Operational Estates Team efficiently, ensuring that requests made by telephone are recorded accurately on the CAFM system.
- Ensure sufficient data is recorded to allow the Operational Estates Team to locate assets and areas of work quickly and efficiently.
- To actively log and report all system related issues to line manager to ensure these are addressed in a timely manner.
- Maintain records and undertake general filing of information, both digitally and manually.
- Provide updates to wards, departments and clinical teams on the progress of planned and reactive work requests.
- Demonstrate excellent communication skills when dealing with colleagues at all levels of the organisation.
- To pass on information in a timely and professional manner.

The main purpose of the HHFM is to manage and maintain the HDFT environment within which healthcare is delivered in good order. To provide a safe and comfortable environment for patients and staff; and ensuring compliance with all statutory standards. This includes the sterile services, catering, hotel services and portering facilities, operational maintenance of the infrastructure, plant machinery and equipment which provides the lighting, heating, air conditioning, water, steam, sewage services, medical gas system, ventilation etc. without which the hospital couldn’t function;
HHFM also provides the capital projects provision allows the Hospital to extend and diversify as it requires.

HHFM take a lead role on the capital replacement programmes for buildings; infrastructure (including plant and machinery, heating, ventilation and piped systems); medical equipment maintenance and sterile services equipment maintenance Together with the maintenance and upkeep of the buildings themselves, including structure, roofs, roadways and internal/external finishes.

HHFM provide waste and energy management that supports HDFT’s sustainability agenda.

HHFM provides operational standards, high level technical professional advice; support to various stakeholders, clients, directors, clinicians, colleagues, consultants and contractors and ensuring that adequate control mechanisms are in place in terms of cost, time and quality of all services.