Switchboard Analyst

Mitie Cleaning & Hygiene Services; Carlisle; On-site; GBP 24,000 - 27,000; Full time

Job summary

A leading facilities management company is seeking a Switchboard/Helpdesk Analyst to manage communication operations and ensure exceptional customer service. This role involves operating switchboard systems, handling emergency alerts, and supporting the Estates Department by answering Helpdesk calls. Ideal candidates will possess strong communication skills, a customer service background, and the ability to work effectively under pressure. The company offers a variety of lifestyle benefits to suit personal needs.

Benefits

Access to a virtual GP

Salary finance options

Flexible lifestyle benefits platform

Discounted technology products

Qualifications

• Experience in a Helpdesk/Customer Service role preferred.
• Numerate with strong customer service training.
• Excellent standard of written and oral English.

Responsibilities

• Answer all calls to the Switchboard adhering to SLAs.
• Operate and maintain switchboard consoles and telephone systems.
• Respond to and log Helpdesk calls for the Estates Department.

Skills

Customer Service Skills

Excellent Communication Skills

Good Organisational Ability

Computer Skills

Ability to Assess and Prioritise Work

Education

GCSE English

Tools

Planet (or Similar CAFM systems)

Switchboard Consoles

Job description

Overview

Better places, thriving communities.

Job Title: Switchboard/Helpdesk Analyst

Salary: £24,937 - £26,598

Contract: Permanent

Type of Employment: Full Time

Hours: 37.5 Hours Per Week

Location: Cumberland Infirmary - Carlisle

This job description is not exhaustive and other duties and responsibilities of a similar level and nature may be required from time to time.

Main Duties And Responsibilities

• Answer all calls to the Switchboard in a timely professional manner adhering to the strict SLAs. Routine calls within 18 seconds, Emergencies within 10 seconds.
• Operate Realtis switchboard consoles and DSWin telephone systems. Accurately record changes for DSWin directory on Call Logger change form for monthly SPAMS.
• Operate bleep system for routine calls and to put out Emergency call alerts completing appropriate Emergency alert form with accurate details.
• Point of contact for site wide communication system for all FM resources, radios, bleeps and mobiles.
• Carry out Emergency phone tests and Emergency Test Bleeps daily at times specified for each test.
• Fire alarm panel activations to be read, immediately passed via radio to Fire Team and dial 999 for Fire brigade.
• Action Call out procedures for Theatre Staff, Estates and Trust on call staff.
• Action faults on telephone switch to maintenance provider.
• Action various emergency protocols including but not limited to Power Failures, Intruder alarms, Power dips, Staff Attack alarms, Fridge alarms, Medical Gas systems.
• Compile daily sheets for Clinical on call staff for both CIC & WCH sites from on call lists supplied and Trust's intranet and circulate to agreed areas.
• Issue of bleeps to Clinical staff on call recording details on form for monthly SPAMS.
• Key issue from key cabinets to authorised personnel and ensuring keys are returned. Log details on form for monthly SPAMs.
• Analysis of customer/system data to inform and instruct others to undertake their duties in a proficient and efficient manner.
• Answer Helpdesk calls for Estates Department out of office hours, log the call into the CAFMs system prioritise & allocate Estates resources as necessary.
• Answer Helpdesk option 3 calls for callers who are unsure of who they want and either log or divert call to appropriate area.
• Update CAFMs system from Specialist Hygiene team work orders and close out calls appropriately.
• Log Complaints calls in the CAFMs system and forward to appropriate manager.
• Log sickness reports from Interserve staff and advise appropriate department.
• Lock and Open doors on the Sateon site door security system, logging all requests in CAFMs system.
• Respond to Sateon system door alarms and advise appropriate staff.
• Respond to Pay on Exit car park issue phone, record details and pass to appropriate department.
• Train, support and mentor new starters to department in all roles and responsibilities.
• Identify required changes to forms and procedure and inform Asset & Communications Coordinator for action.
• Log department staff sickness reports out of hours and ensure shifts are covered, if necessary arrange cover by contacting colleagues.
• Remain up to date with all procedures and training as and when changes occur.

New appointees will start at the lowest point of the Band/Scale and progress assuming all capabilities have been reached.

Person Specification

Education / Qualifications / Training

• Computer Skills
• Numerate
• Customer Service Training
• GCSE English

Knowledge & Experience

• A Helpdesk/Customer Service background
• Excellent Customer Service skills
• Planet (or Similar CAFM systems)
• Switchboard Consoles

Abilities

• Excellent communication skills (written and verbal)
• Excellent telephone manner
• Ability to work unsupervised or as a part of a team
• Good organisational ability and attention to detail
• Computer skills
• Able to assess and prioritise work
• Good listening skills
• Good standard of written/oral English
• Working in a demanding office environment

Personal Qualities

• Reliable, flexible and adaptive
• Able to work under pressure in a calm manner
• Positive and professional manner and attitude at all times
• Self motivated and uses own initiative

Benefits

Our market-leading offering provides you with benefits that suit your lifestyle, including access to a virtual GP, salary finance options, and a flexible lifestyle benefits platform. Examples include options to buy extra holiday, dental treatment, technology products at discounted rates, cycle-to-work, life cover, enhanced pension contributions, and employee recognition programs.

We are committed to inclusive recruitment. If you have a disability or long-term condition and need adjustments during the recruitment process, please let us know by emailing us.

Since 1987, Mitie’s 80,000 employees have been maintaining companies globally. We are the UK’s leading facilities management and professional services company, with clients including household names in banking, government sites, hospitals and schools.

Join our Mitie Team. Together our diversity makes us stronger.

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