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Estates Helpdesk Operator
2 weeks ago
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 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 across the organisation, ensuring that complex information is communicated in an easy to understand way to staff who are not specialists; Communicate to a variety of external organisations, contractors, suppliers etc. on a daily basis or as required to ensure that projects etc. are progressed in accordance with plans;
