Helpdesk / Switchboard Operator

Serco; York and North Yorkshire, Middlesbrough; On-site; GBP 24,000; Full time

Job description

Select how often (in days) to receive an alert:

Middlesbrough, North Yorkshire, GB, TS4 3BW

Contract Type: Full Time

Helpdesk / Switchboard Operator

James Cook University Hospital, Middlesbrough, TS4 3BW

Full time, 37.5 hours per week

Salary: £23,615.00 plus Serco benefits

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.

Main Accountabilities:

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

What you’ll need to do the role:

1. Good standard of education required.
2. Good literacy and writing skills.
3. NVQ qualification or equivalent.
4. Customer focused.
5. Experience of high-volume switchboard/reception duties.
6. Professional approach.
7. Computer literate.

What we offer:

• Salary: Competitive salaries with annual reviews.
• Pension: Up to 6% contributory pension scheme.
• Holidays: 25 days' annual leave plus bank holidays.
• Training and development: We offer a wide range of learning opportunities with over 1,100 internal courses available, funding for qualifications and apprenticeships, mentoring opportunities, and a focus on internal progression.
• Wellbeing: 24/7 Employee Assistance Programme, BUPA Anytime HealthLine, wellbeing app, Simplyhealth cash plans to claim back money towards healthcare costs, 30% off at Serco-managed leisure centres.
• Discounts: Save across around 1,000 retailers, from food and clothing to days out, entertainment and travel.
• ShareSave scheme: Helps you save regularly with the choice to buy Serco shares at a discount at the end of your savings period.
• Employee networks: Dedicated networks where colleagues can come together to find support, share challenges, discuss ideas, network and be part of a community.
• Charity: Support a charity or organisation with a paid volunteering day each year. You can also choose to donate to your favourite charity tax-free, through our Payroll Giving Scheme.

About Serco

At Serco, not only is the nature of the work we do important, everyone has an important role to play, from caring for vulnerable people to managing complex public services. We are a team of 50,000 people responsible for delivering essential public services around the world in areas including defence, transport, justice, immigration, healthcare and citizen services. We are innovators, committed to redesigning and improving public services for the benefit of everyone.

Apply

Please click on the apply button to complete your application. Occasionally we receive a large volume of applications for our roles and when that happens we sometimes bring the closing date forward, so please apply promptly to avoid disappointment.

At Serco, we see people first and foremost for their performance and potential. We are committed to building a diverse and inclusive organisation that supports the needs of all. As such we will make reasonable adjustments at interview through to employment for our candidates and strongly encourage applications from a diverse candidate pool. We are open to discussions around flexibility and flexible working. We operate a hybrid work structure in many of our business areas. We are proudly Disability Confident Leaders and holders of the Silver Inclusive Employer Standard. Disabled applicants who meet the minimum criteria for the job will be given the opportunity to demonstrate their abilities at an interview. For help with your application please contact 0345 010 4000.

At Serco we support fair access to employment for those with unspent criminal convictions through the ‘Ban the Box’ pledge (some may be exempt due to the nature of the role and the security clearance required). Please contact our recruitment team directly on 0345 010 4000 to discuss.