Service Desk Operator

The post holder will effectively operate the Service Desk and progress the service requests for Royal Berkshire Foundation Trust (RBFT) Estates Department. The post holder will monitor the service provider performance through KPIs and SLAs. The post holder will be working to procedures, processes and standards set by the Service Desk and Building Manager and agreed by the Trust to ensure the consistent delivery of the services.

The Estates service desk provides a highly responsive and proactive service, in a customer orientated environment, where teamwork and communication are paramount to its success and development. The post holder will be required to undertake telephony and administrative duties to support the estates department in a professional manager.

Act as first point of estates contact for internal and external enquires made by staff members, members of the public, contractors and suppliers.

Respond to all requests in a timely and courteous manner, maintaining services operated through the service desk function, demonstrating a professional customer focused approach in person, by telephone and by electronic means.

To accurately operate and input tasks/ requests on systems used across estates and facilities including but not limited to MiCAD CAFM systems, ensuring the information entered reflects the clients requirements and as such is prioritized accordingly, running reports when required.

Liaise with the appropriate service manager, clinical and non/clinical colleagues, in house team, contractors and hospital staff to promote the estates administration function. Call out external organisations as and when required to support the work plan and planned preventative maintenance schedule.

We are one of the largest general hospital foundation Trusts in the country, serving a population of more than 500,000 people, and the main provider of acute and specialist care services for West Berkshire.

We are also the region's specialist centre for cancer, eye and renal care, serving over one million people across Berkshire and south Oxfordshire.

Our main site is the Royal Berkshire Hospital in Reading. The Trust also provides services at West Berkshire Community Hospital near Newbury, the Prince Charles Eye Unit and Renal Unit in Windsor, outpatient services at Townlands Hospital in Henley and cancer and renal services Royal Berkshire Bracknell Clinic.

The Trust’s aim is to deliver high quality care by putting patient care first. The Estates team support this by providing an excellent estates maintenance and service operation.

Act as first point of estates contact for internal and external enquires made by staff members, members of the public, contractors and suppliers.

Respond to all requests in a timely and courteous manner, maintaining services operated through the service desk function, demonstrating a professional customer focused approach in person, by telephone and by electronic means.

To accurately operate and input tasks/ requests on systems used across estates and facilities including but not limited to MiCAD CAFM systems, ensuring the information entered reflects the clients requirements and as such is prioritized accordingly, running reports when required.

Liaise with the appropriate service manager, clinical and non/clinical colleagues, in house team, contractors and hospital staff to promote the estates administration function. Call out external organisations as and when required to support the work plan and planned preventative maintenance schedule.

Participate in the Service Desk rota to support implementation of OOH generator tests on a monthly basis.

Assist on maintaining accurate records for the management of the Estates functions, supporting the collaboration of relevant works folders to ensure compliance of all works carried out on site by in-house or external organisations.

Assist with the maintenance of local records for contracts and services including operating system to assist relevant managers in ensuring timely updates to work requests and delivery times.

Operate handheld radios to dispatch fabric engineers to reactive works and liaise with clinical colleagues to make necessary access arrangements for works to take place.

Arrange room booking requests through the Trusts room booking system.

To assist in the process of information gather from CAFM system for routine audits.

To undergo additional training where necessary.

Comply with any other reasonable duty as requested.