Helpdesk - Switchboard Operator (Admin and Clerical)
- Recruiter
- Confidential
- Location
- Swindon
- Salary
- Competitive
- Posted
- 03 Nov 2021
- Closes
- 01 Dec 2021
- Sectors
- Customer Service & Call Centre, Helpdesk
- Contract Type
- Temporary
- Hours
- Full Time
Key purpose
To provide a timely and effective 24 hr switchboard & emergency service to the client ensuring that the service meets and exceeds the requirements of the service level specification. After 17:00 this will also cover the Helpdesk Operation until 06:30. This will be carried out in the Night Control Room between the hours of 2130 and 0630.
Key accountabilities
?? Connect and transfer internal and external calls in accordance with the criteria in the service specification.
?? To operate the Bleep system and emergency phone system to ensure that all emergency teams and Major Incidents are actioned according to current Trust and operational policies and procedures.
?? Follow the Trust's procedures for replacing faulty and lost bleeps both in and out of hours.
?? Ensure complete understanding of the Major Incident Plan to be able to respond in line with current processes and procedures. Maintain the Major Incident Folder monthly to ensure the department's ability to support a major Incident.
?? Manage the emergency systems and alarms (Fire and BMS) to ensure that in the event of an alarm the appropriate teams are notified to take corrective action when based within the Night Control Room.
?? Maintain the On-call listing for Doctors and key staff as notified by the Trust
?? Ensure that the information gained through the performance of the role is treated in strictest confidence in line with current company, Trust and legal requirements.
?? Assist in the development, implementation and maintenance of admin systems issued by Trust I.T that positively contribute to the effective and efficient management of information and records.
?? To be responsible for your Workstation and the general housekeeping of your working environment.
?? To train new staff in all the above as and when required
?? Cover Helpdesk duties specifically between 1700 and 0630 but also during the day in the absence of a Helpdesk Advisor when required.
?? Helpdesk duties after 17:00 will be to: -
?? Receive and process customer telephone and face to face requests to ensure the timely and effective completion of work in accordance with the service level specification.
?? Ensure that the relevant information is logged into the Concept Evolution database to enable the accurate transfer of information to the appropriate department. Provide the department with a task number.
?? Follow Helpdesk logging procedures and ensure they are regularly maintained for any new procedures or amendments to existing procedures.
?? Responsible for the production, issue and receipt of Keri Security access badges within a 24-hour timeframe.
?? To process all car parking intercom queries and log any faults with the barriers/machines.
?? Ensure all know locum doctors are given the relevant information required to them as requested by the Trust before they start their duties.
Essential technical and professional skills, knowledge and qualifications
?? GCSE standard or equivalent standard of general education, Maths and English to GCSE level
?? Desirable use of a switchboard system or call centre
?? Good verbal and written communication skills
?? Computer literate (Microsoft office)
?? Customer focussed
?? High degree of attention to detail
?? Ability to function in a pressurised environment
?? Able to manage competing priorities
?? Ability to work effectively as part of a team
?? A motivated self-starter with commitment and enthusiasm
Additional / special features of the role
?? Flexible, reliable and able to work rotary shifts as required to meet the business needs.
?? Must live within an acceptable travelling time of the Hospital
To provide a timely and effective 24 hr switchboard & emergency service to the client ensuring that the service meets and exceeds the requirements of the service level specification. After 17:00 this will also cover the Helpdesk Operation until 06:30. This will be carried out in the Night Control Room between the hours of 2130 and 0630.
Key accountabilities
?? Connect and transfer internal and external calls in accordance with the criteria in the service specification.
?? To operate the Bleep system and emergency phone system to ensure that all emergency teams and Major Incidents are actioned according to current Trust and operational policies and procedures.
?? Follow the Trust's procedures for replacing faulty and lost bleeps both in and out of hours.
?? Ensure complete understanding of the Major Incident Plan to be able to respond in line with current processes and procedures. Maintain the Major Incident Folder monthly to ensure the department's ability to support a major Incident.
?? Manage the emergency systems and alarms (Fire and BMS) to ensure that in the event of an alarm the appropriate teams are notified to take corrective action when based within the Night Control Room.
?? Maintain the On-call listing for Doctors and key staff as notified by the Trust
?? Ensure that the information gained through the performance of the role is treated in strictest confidence in line with current company, Trust and legal requirements.
?? Assist in the development, implementation and maintenance of admin systems issued by Trust I.T that positively contribute to the effective and efficient management of information and records.
?? To be responsible for your Workstation and the general housekeeping of your working environment.
?? To train new staff in all the above as and when required
?? Cover Helpdesk duties specifically between 1700 and 0630 but also during the day in the absence of a Helpdesk Advisor when required.
?? Helpdesk duties after 17:00 will be to: -
?? Receive and process customer telephone and face to face requests to ensure the timely and effective completion of work in accordance with the service level specification.
?? Ensure that the relevant information is logged into the Concept Evolution database to enable the accurate transfer of information to the appropriate department. Provide the department with a task number.
?? Follow Helpdesk logging procedures and ensure they are regularly maintained for any new procedures or amendments to existing procedures.
?? Responsible for the production, issue and receipt of Keri Security access badges within a 24-hour timeframe.
?? To process all car parking intercom queries and log any faults with the barriers/machines.
?? Ensure all know locum doctors are given the relevant information required to them as requested by the Trust before they start their duties.
Essential technical and professional skills, knowledge and qualifications
?? GCSE standard or equivalent standard of general education, Maths and English to GCSE level
?? Desirable use of a switchboard system or call centre
?? Good verbal and written communication skills
?? Computer literate (Microsoft office)
?? Customer focussed
?? High degree of attention to detail
?? Ability to function in a pressurised environment
?? Able to manage competing priorities
?? Ability to work effectively as part of a team
?? A motivated self-starter with commitment and enthusiasm
Additional / special features of the role
?? Flexible, reliable and able to work rotary shifts as required to meet the business needs.
?? Must live within an acceptable travelling time of the Hospital