James Cook University Hospital, Middlesbrough, TS4 3BW
Full time, 37.5 hours per week
Salary: £23,615.00 plus Serco benefits

MAIN ACCOUNTABILITIES:

Taking accurate details of the client request for the provision of services via telephone and e-mail.
Assigning response times to each service call and liaising with the appropriate Service Manager and end-users.
Ensuring service delivery is monitored in compliance to the Service Level Agreement
Provide information relating to the Helpdesk on performance statistics to Service Managers on request.
Undertake client / customer satisfaction checks.
Delivery of services in accordance with company Quality Assurance procedures.
Take ownership of issues raised by client / customer and maintain regular dialogue.
Assign job requests to the appropriate technician / reactive teams.
Inform Helpdesk Team Leader / Specialist Patient Experience Manager of potential problems identified, and alert others of actions as required. • Compile data to assist the Helpdesk Team Leader in monitoring KPI and month end information.
Administer minor works requests from quotation to closure.
Act as point of contact for lone working radios and alert if assistance is needed.
Provide support for general administration duties for estates team.
Undertake any other reasonable duties as identified by the Helpdesk Team Leader / Specialist Patient Experience Manager.
Ensure uniform is visibly clean and correctly worn at all times whilst on duty.
Trust ID badges to be visibly worn at all times with the picture/name facing.
All helpdesk personnel must comply with the Trust’s No Smoking Policy.

KEY PURPOSE:

The position of Helpdesk Operative is required to assist in the effective running of a busy helpdesk facility by the application of IT skills and a polite / courteous telephone manner. The post holder will be responsible for the receipt and processing of service requests from Trust’s clinical / non-clinical wards and departments. All service requests are to be logged and monitored within the framework of Service Level Agreements for the provision of non-clinical services.

WHAT YOU’LL NEED TO DO THE ROLE:

Good standard of education required.
Good literacy and writing skills.
NVQ qualification or equivalent.
Customer focused
Experience of high-volume switchboard/reception duties.
Professional approach.
Computer literate.
Why Serco?
Meaningful and vital work: Working within a Hospital at Serco means that you’ll play a critical role in ensuring that patients continue to receive the support that they need 24/7.
A world of opportunity: It takes a diverse team to support a hospital and we’re big on internal progression. So, whether you specialise your skills, progress into team management or move into operations, you’ll find all the opportunity you need to evolve your career.
Great people: Hospitals are busy places and you will find yourself interacting with staff, patients, visitors and of course your supportive team. You will be a significant part of the hospital.