Help Desk Team Leader

2 months ago

Nottingham, United Kingdom Nottinghamshire Healthcare NHS Foundation Trust Full time

We are looking for a computer literate dynamic and motivated person to join our friendly Helpdesk/Reception team based at Highbury Hospital in Nottingham.

Leading a busy and driven team in the Estates and Facilities Directorate, as a Receptionist/Helpdesk team leader. You will be the first point of contact for all visitors and calls received at Highbury including logging jobs via the Concept system regarding maintenance tasks, portering, domestic, linen and laundry and catering jobs, logging incidents, room bookings and hospitality to mention a few as well as managing the team and the monthly reporting system.

To manage a small team of staff along with the helpdesk and reception function at Highbury Hospital including staff rotas, sickness and other ad-hoc projects as required.

To accurately raise and log off jobs using the Concept system and to provide training to staff where necessary.

To provide a point of contact for clients for Estates and Hotel Services across the Highbury Site.

To be responsible for responding proactively to all customer enquiries, including progress chasing of work and locating patients.

To assist in processing routine administrative and clerical work.

To undertake customer service activities.

Booking meeting rooms and encouraging hospitality bookings.

To issue and receive keys, ID badges and ensure suitable and appropriate access to the site is maintained.

Nottinghamshire Healthcare employs over 10,000 colleagues who help #MakeADifference every day. We provide intellectual disability, mental health, community health, forensic and offender healthcare services across Nottinghamshire, Leicestershire, Lincolnshire and South Yorkshire. Care is delivered from over 120 sites within the community from acute settings and across low, medium and high secure environments including prisons.

As one of the largest mental health and community trusts in the East Midlands and one of the biggest employers in Nottinghamshire. We are also home to national and regional services such as the National High Secure Deaf Service and the Nottingham Centre for Transgender Health.

We are committed to flexible and agile working, including the opportunity to join our bank.

Your health and wellbeing is our priority and as such we invest significantly in this via our in-house Occupational Health Service, Staff Counselling Service and Health and Wellbeing Team.

We offer a number of employee-led staff networks, including Equality, Diversity and Inclusion (EDI) groups, our Green Champions Network, Freedom to Speak Up Network. Health and Wellbeing Champions Network and Menopause Champions. We provide care to a diverse range of communities and are passionate about supporting diversity and inclusion in the Trust.

If you believe in our values of Trust, Honesty, Respect, Compassion and Teamwork, then we would love to hear from you

TeamNottsHC

To promptly and efficiently deal with all calls to the Helpdesk in a pleasant and courteous manner.

To acquire from client’s full information relating to their work requests in order that Estates and Hotel Services staff can respond effectively.

To input client Helpdesk requests onto computer clearly and accurately, assigning correct item and priority codes using the Concept System and providing reports where necessary.

To process feedback of information onto computer in an accurate and timely manner.

To liaise with Estates and Hotel Services supervisory staff in order to respond to client requests for information on work progress.

To interrogate data as required.

To assist in the reconciliation of completed dockets as required.

To generate appropriate reports from the computer information database and print off work dockets/reports for issue to designated staff.

To be responsible for ensuring the office is manned AT ALL TIMES during agreed office hours.

To be responsible for monitoring that the equipment you use is routinely maintained and any apparent damage or safety hazard reported without delay.

To undertake training in accordance with the Trust's policy to Investors in People.

The control and issue of keys. The checking of identity of staff prior to such issue.

Operating the internal radio receiver system and the maintenance and recharging of batteries.

Ordering of taxis.

Reception duties and personal enquiries, directing visitors as appropriate
Maintaining record books e.g. Visitors Book, Key Issue Book Fobs and issuing as applicable temporary visitors passes.

Acting as central control in emergencies e.g. fire alarms, burglar alarms, untoward incidents and on-call.

Manning at all times the two-way radio control linking security services
Covering in the absence of colleagues.

Keeping procedure records relating to the department as up to date as possible.

Clerical tasks e.g. maintaining lists. Completing Maintenance Request forms.

Wearing uniform provided.

Sorting internal and external mail. Distribution of internal mail throughout Highbury

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