Estates Helpdesk Operator

Support the mechanical, electrical and building trades operations and maintenance work across the Trust’s sites as directed by line management. This includes activities that are demanding and/or non-routine, ensuring compliance with Trust safety standards, policies and procedures.

To contribute to the effective operation of the Estates Help Desk and the CAFM system.

To action Help Calls with 3rdParty help Desks, as required and in line with procedures.

To undertake administration duties to support Estates & Facilities.

To log New Works requests on the CAFM system for the Projects Department.
- Help Desk
- To respond to customers in a helpful and courteous manner.
- To obtain comprehensive information regarding the customer’s fault/enquiry/new work request, acquiring specified data sets, and accurately log into the database according to procedures. Also ensuring that the customer is made aware of their job number.
- To Assign work/jobs to the appropriate engineer, trade or department for all building/engineering help requests when requested.
- To make initial judgement and prioritise help requests in line with procedures

Oxford University Hospitals NHS Foundation Trust is one of the largest NHS teaching trusts in the country. It provides a wide range of general and specialist clinical services and is a base for medical education, training and research.

The Trust comprises four hospitals - the John Radcliffe Hospital, Churchill Hospital and Nuffield Orthopaedic Centre in Headington and the Horton General Hospital in Banbury.

Our values, standards and behaviours define the quality of clinical care we offer and the professional relationships we make with our patients, colleagues and the wider community. We call this Delivering Compassionate Excellence and its focus is on our values of compassion, respect, learning, delivery, improvement and excellence. These values put patients at the heart of what we do and underpin the quality healthcare we would like for ourselves or a member of our family. Watch how we set out to deliver compassionate excellence via the OUH YouTube channel.
- To respond to customers in a helpful and courteous manner.
- To obtain comprehensive information regarding the customer’s fault/enquiry/new work request, acquiring specified data sets, and accurately log into the database according to procedures. Also ensuring that the customer is made aware of their job number.
- To Assign work/jobs to the appropriate engineer, trade or department for all building/engineering help requests when requested.
- To make initial judgement and prioritise help requests in line with procedures
- To ensure data input is accurate, paying attention to detail.
- To respond to customers requests for information regarding outstanding tasks, ensuring that information provided is clear, concise & Accurate.
- To be proactive in informing Estates Managers and others of all unusual or urgent situations that may require urgent action or attention.
- To undertake data quality checks within the database as required.
- To update database key personnel information as requested.
- To progress calls with the 3rd Party Help Desks, including Bouygues and G4S Service Desks, in line with procedures.To maintain all helpdesk related paperwork and filing systems in line with current procedures.
- To escalate calls in line with procedures.
- To maintain understanding and awareness of Help Desk policies and procedures, and related service agreements.
- To successfully handle non routine customer enquiries.To undertake a wide range of outgoing calls to customers and third parties to gather and share prerequisite data sets, as required.
- To share knowledge with, and provide training to, other members of the Team as appropriate.
- To provide cover for other members of the team as appropriate during times of sickness or annual leave.
- To assist senior members of the team as required.
- To manage the distribution of Contractors car parking permits.
- To manage the signing out and distribution of plant room keys
- To manage the call out paperwork systems supporting external contracts for Pest Control, Lift Maintenance and Sterilizer Maintenance
- To maintain accurate and relevant central filing in line with Trust guidelines.
- To deal with a wide range of telephone and personal enquiries.
- To plan and prioritise personal workload ensuring deadlines are met and quality maintained.
- To undertake other duties that are considered to be within the general scope of the post, as required by the Senior Operational Estates Manager.
- To take part in the effective delivery of Estates & Facilities services to the organisation and third parties, adopting a can do attitude, which maximises use of resources through appropriate and timely allocation and is enabling and supportive to our customer base
- To undertake administrative duties to support the efficient running of Estates & Facilities Services.
- Communicate with all levels of staff